Abacus Technology is seeking a Help Desk Technician to analyze and resolve software and hardware problems for workstations and the network through phone and in-person support at Kirtland AFB. This is a full-time position.
Perform computer and network support services for the Kirtland AFB environment. Troubleshoot, support, and maintain workstations and laptops. Respond to all phone, in person, and email requests; identify and escalate situations requiring urgent attention; perform account creation and maintenance; research questions about any of the supported systems. Troubleshoot, support and maintain ticket queue to resolve issues with hardware and software, network and VPN connectivity, file shares and email. Install and configure the AF (Air Force) Standard Desktop Configuration (SDC) including network configurations. Support multiple government software applications and maintain installation documentation. Setup, maintain and troubleshoot video teleconferencing (VTC) sessions and services. Troubleshoot and install/configure Apple devices for mobile users. Maintain accurate documentation throughout the incident life-cycle by reporting all conversations and actions taken in the ticket work log with details of the symptoms, complaints, work performed, escalations and other relevant information.
2-3 years experience in a technical support role with experience managing equipment accounts and video teleconferencing sessions. Must be Security+ certified on start date. MCSA Win 10 is required to be obtained within 6 months of start date. Extensive experience with Windows 7/8/10, MS Office 2010/2013, MS Project, Visio, Apple products, and Cisco VPN. Experience with Air Force Standard Desktop Configurations (SDC) is preferred. Knowledge of video teleconferencing (VTC) software and systems. Experience with a trouble ticket tracking software such as Remedy. Must be able to work in a team environment. Solid customer service and telephone support skills are a must. Must be a US citizen.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.