VIP Front-Line Service Desk Technician

Abacus Technology Corporation; Lakeland (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Abacus Technology Corporation seeks a Service Desk Technician to deliver front-line support for NOAA OM AO. This full-time role handles Tier 1 triage, remote assistance, and VIP user care, maintaining tickets end-to-end.

The ideal candidate has 2+ years in enterprise service desk, strong communication skills, and familiarity with Windows, Google Workspace, and Active Directory. Will support end users and participate in IT operations.

Qualifications

• 2+ years of enterprise service desk or end-user support experience.
• Bachelor's degree in a related field preferred.
• Experience diagnosing and resolving hardware, software, account, connectivity issues.
• Experience using an incident-management or IT service-management system.
• Proficiency with Windows, Microsoft Office, Active Directory, Google Workspace, email, remote-access tools, and endpoint hardware.
• Strong customer service and communication skills; able to support senior leaders.
• US citizenship is required.

Responsibilities

• Provide Tier 1 technical support in person, by phone, email, and remote channels.
• Serve as the first contact for questions, incidents, and service requests; diagnose and triage.
• Log, categorize, prioritize, escalate, and close tickets in the Incident Management System.
• Document symptoms, data, steps, and resolutions in the Trouble Ticket Log.
• Escalate to Tier 2/3 and monitor ticket status through resolution.
• Ensure end-user satisfaction and close tickets promptly after resolution.
• Support Google Workspace apps and NOAA tools as needed.
• Manage IMAC requests and basic account provisioning according to policies.
• Maintain NOAA IAM directory and coordinate with stakeholders.
• Provide front-line support for end-user devices and remediate issues.

Skills

Customer service

Communication

Problem solving

Organization

Education

Bachelor's degree

Tools

Windows

Microsoft Office

Active Directory

Google Workspace

Email systems

Remote access tools

Job description

Abacus Technology Corporation seeks a Service Desk Technician to deliver front-line support for NOAA OM AO. This full-time role handles Tier 1 triage, remote assistance, and VIP user care, maintaining tickets end-to-end.

The ideal candidate has 2+ years in enterprise service desk, strong communication skills, and familiarity with Windows, Google Workspace, and Active Directory. Will support end users and participate in IT operations.