Help Desk Technician

Abacus Technology Corporation; Lincoln (MA); On-site; USD 58,000 - 69,000; Full time

Benefits offered by this job

Health and Dental Insurance

401(k) and Matching

Life Insurance

Short- and Long-Term Disability

Paid Time Off

Paid Holidays

Professional Membership

Technical Training

Certification

Education Assistance

Job summary

Abacus Technology Corporation is seeking a Help Desk Specialist to provide end-user technical support for the BLITS program at Hanscom AFB. The role requires handling incidents, remote troubleshooting, and on-site assistance as needed.

You will work with Windows 10, Active Directory, Office 365, Teams, Skype for Business, and Outlook while ensuring proper licensing and security practices. Must be US citizen with Secret clearance.

Qualifications

• 3+ years experience in a help desk or technical support role.
• HS Diploma or GED.
• Security+ CE certification required.
• ITIL certification desired.
• Experience with Windows Desktop OS (Windows 10) and Active Directory.
• Experience with Microsoft Office products (O365/2016), Teams, Skype for Business, Outlook.
• Strong customer service and communication skills.
• US citizen with current Secret clearance.
• Willing to work split/rotational Help Desk shifts (730AM-430PM).

Responsibilities

• Handle daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, classified and unclassified systems.
• Review tickets daily and keep customers informed of changes.
• Support client voice issues, including VoIP and SIP services.
• Troubleshoot and repair over the phone (Dameware), in the office, or on-site as needed.
• Install and troubleshoot authorized software; ensure licensing and inventory accuracy.
• Support NSA Type-1 encryption operations, including COMSEC key installation and configuration.
• Support encrypted desktops/laptops (physical and virtual).
• Ensure workstations and peripherals are configured for network operation and availability.
• Implement patches and security fixes when SCCM cannot be used.
• Support related IT project efforts as directed.

Skills

Help desk experience

Security+ CE

ITIL

Windows 10

Active Directory

Office 365

Teams

Skype for Business

Outlook

Customer service

Communication

Troubleshooting

Dameware

SCCM

On-site/remote support

Education

HS Diploma or GED

Tools

Dameware

SCCM

Job description

Overview

Abacus Technology is seeking a Help Desk Specialist to provide technical support for end users for the BLITS program at Hanscom AFB. This is a full-time position.

Responsibilities

• Handle daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems.
• Review tickets assigned daily and keep customers up to date on any and all changes.
• Support client voice issues, to include VoIP and SIP services.
• Conduct troubleshooting and repairs over the phone remotely utilizing Dameware, in the office when a customer is able to bring the device in, and on-site with the customer when needed.
• Install and troubleshoot authorized software for customers in a timely manner; ensure all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory.
• Support classified NSA Type-1 encryption operations including COMSEC key installation/coordination processes, device configurations and/or troubleshooting.
• Support classified desktops/laptops which may be physical hardware based or virtualized desktops (VDI).
• Ensure workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users.
• Implement software patches and security fixes when it cannot be done using enterprise SCCM.
• Support expanded/related IT project efforts as/if directed.

Qualifications

3+ years experience in a help desk or technical support role. HS Diploma or GED. Must be Security+ CE certified. ITIL certification desired. Experience with Windows Desktop Operating Systems (Windows 10) and Active Directory. Experience with Microsoft Office Products (O365/2016), Teams, Skype for Business, Outlook. Able to resolve issues quickly and efficiently to comply with metric requirements. Proficient with computer, network and server hardware. Strong troubleshooting skills on both hardware and software. Must have strong customer service skills. Strong written and verbal communication skills. Must be self-motivated to work on behalf of the customer, the contract and section performance. Able to work in a team environment. Able to stay up to date with evolving processes and procedures for regular troubleshooting and repairs. Must be willing to work "split / rotational" Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs. Must be a US citizen and hold a current Secret clearance.

The projected compensation range for this position is $58,000-$69,000. There are multiple factors that can impact a final salary, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (if remote or different from the stated location for this position), education and certifications as well as Federal Government Contract Labor categories.

In addition, Abacus Technology offers a benefits package that includes:

• Health and Dental Insurance
• 401(k) and Matching
• Life Insurance
• Short- and Long-Term Disability
• Paid Time Off
• Paid Holidays
• Professional Membership
• Technical Training
• Certification
• Education Assistance

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled