Abacus Technology

Help Desk Technician (Tier 2)

4 months ago
Job ID


Abacus Technology is seeking a Help Desk Technician to provide tier 2 support for the IT Operations Support Services (ITOSS) program under the Office of the CIO at the DHS Immigration & Customs Enforcement (ICE).  This is a full-time position.


  • Receive incidents not resolved by Tier I support.
  • Record/categorize/prioritize/escalate SD tickets based on SLAs, SLOs, SOPs.
  • Provide indepth technical support by assisting with common midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.
  • Restore normal service as quickly as possible and thereby maximize service availability.
  • Identify root causes of incidents via a problem management process to prevent reoccurrence.
  • Escalate unresolvable issues to Tier 3 support.


5+ years experience in customer/user service in providing technical support in person or over the phone.  Associates degree in a related field desired.  Previous experience in a help desk environment preferred.  Able to interact with people at all levels of an organization as well as clients and vendors.  Must be customer focused and possess a service oriented attitude.  Solid communication skills are critical.  Previous experience supporting DHS desirable.  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.




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