Abacus is seeking Help Desk Technicians to provide phone or in-person support for a variety of IT issues within an enterprise environment within the Intelligence Community. This is a full-time position.
Interact with end user to identify a variety of issues related to desktops, laptops, printers, and server or network connectivity. Open and log trouble tickets in the call tracking system to track issues from identification through resolution. Provide phone and in-person support for installation, configuration, troubleshooting for operating systems and software applications, both COTS and proprietary, as well as hardware. Maintain desktops; configure laptops; create accounts, accesses, and permissions. Communicate technical information in a non-technical manner. Monitor and resolve issues to completion using the call tracking system. Escalate any outstanding issues to senior-level technicians or engineers.
2-3 years experience in a help desk or technical support role. Security+ or equivalent DoD 8570 IAT-2 or higher certification required. Certifications such as A+, Network+, MCITP, and/or ITIL v3 highly desirable. Experience with Microsoft Windows 2000/2003/XP/7 and Office 2007/2010. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system such as Remedy or similar tool. Experience with TCP/IP, WINS, and DNS. Experience interacting with application users, resolving problems and responding to inquiries. Experience overseeing daily performance of systems. Experience monitoring and troubleshooting file transfers on the network. Knowledge of web-based systems. Comfortable supporting multiple projects/customers concurrently. Experience developing user guides or training materials. Experience supporting NSA, CIA, DIA, NGA, and/or NRO preferred. Solid customer service skills, including good communication and the ability to demonstrate professionalism. Must hold a current Top Secret clearance with SCI eligibility (TS/SCI).
Applicants selected will be subject to a U.S. government security investigation and/or polygraph examination and must meet eligibility requirements for access to classified information.