Abacus Technology

Sr. Help Desk Specialist

US-CO-Aurora
2 months ago
Job ID
2017-2854

Overview

Abacus Technology is seeking a Sr. Help Desk Specialist to provide phone and in-person technical support for enterprise level systems at Buckley AFB.  This is a full-time position.

Responsibilities

Respond to and diagnose problems through discussion with users.  Ensure a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.  Supervise operation of help desk and serve as focal point for customer concerns.  Provide support to end users on a variety of issues.  Identify, research, and resolve technical problems.  Respond to telephone calls, email and personnel requests for technical support.  Document, track, and monitor the problem to ensure a timely resolution.  Provide second-tier support to end users for either PC, server, or mainframe applications or hardware.  Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.  Simulate or recreate user problems to resolve operating difficulties.  Recommend systems modifications to reduce user problems.

Qualifications

6+ years experience in a help desk or technical support role.  Work-related certifications a plus.  Experience with Microsoft Windows 10 and Office 2010/2013.  In-depth knowledge of operating systems, applications, printers, and PC hardware.  Familiarity with a trouble ticket system such as ServiceNow, Remedy, or similar tool.  Experience with TCP/IP, WINS, and DNS.  Solid customer service skills, including good communication and the ability to demonstrate professionalism.  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.

 

EOE/M/F/Vet/Disabled

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