Help Desk Technician

Abacus Technology Corporation; Virginia; On-site; USD 45,000 - 65,000; Full time

Job summary

Abacus Technology Corporation is looking for an IT support professional in Virginia to manage incident tickets and provide comprehensive customer support for AFOSI networks. The ideal candidate will have experience in troubleshooting IT issues and ensuring service continuity.

This role includes responsibilities like monitoring tickets, supporting hardware installations, and documenting all interactions. Applicants must be eligible for access to classified information due to government regulations.

Qualifications

• Experience in IT support and customer service.
• Knowledge of incident ticket management.
• Ability to troubleshoot and resolve technical issues.
• Familiarity with computer networks and systems.

Responsibilities

• Serve as the primary point of contact for end users.
• Provide Service Desk support for AFOSI networks.
• Document all troubleshooting in the ITSM System.
• Support password resets and device configurations.

Job description

Abacus Technology Corporation is a Federal government contractor and provider of enterprise information technology (IT) services and solutions. For nearly 40 years, we’ve developed effective partnerships with government and industry to tackle business challenges and pressures for Federal Defense, Civilian, and Intelligence customers. Abacus maintains core competencies in: IT Infrastructure Support, Network Operations and Maintenance, Communication Solutions, Systems Engineering and Integration, Cyber Security / Information Assurance, Application Development, Program Management, and Business Transformation.

Job Description

• Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets.
• Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at all classification levels.
• Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Resolve customers’ administrative and technical communications problems and install, configure, and operate client/server devices.
• Document all troubleshooting and customer interaction in the Information Technology Service Management (ITSM) System.
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence.
• Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
• Support password resets, imaging of workstations, running cables from the user workstation to the LAN/Unified Communications Center junction box, coordination with the Navy on a range of trouble ticket issues to include VoIP phones.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly.
• Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives.
• Implement client workstation software patches, security fixes, and service releases according to local instructions.
• Support administration of user account creations/deletions, configuring devices, device policy creation/management, troubleshooting/resolving problems users have with their devices, and issuing new/replacement hardware.
• Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.

Qualifications

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

Additional Information

All your information will be kept confidential according to EEO guidelines.