Abacus Technology is seeking a Help Desk Technician to provide desktop and end user support for an enterprise level organization. This is a full-time position supporting the Department of State.
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 support and direct user support for use of computer hardware and software, including printing, installation, word processing, email and operating systems. Install, configure and troubleshoot issues with hardware and software. 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. Maintain printers and assist with relocation of staff and equipment moves. Manage consumables inventory (e.g., toner). Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, email, and operating systems. Perform user account management, system monitoring, user education and other administrative tasks. Escalate any outstanding issues to senior-level technicians or engineers.
5+ years of IT experience, with at least 2 years in a help desk or technical support role. Bachelor’s degree in related field. Hands on experience with Microsoft Windows 7, Active Directory, and MS Office 2010. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system, such as Remedy, ServiceNow, or similar tool. Experience with TCP/IP a plus. Windows 10 is a plus. Knowledge of Citrix a plus. Solid customer service skills, including good communication and the ability to demonstrate professionalism. Related certifications such as A+, Network+, MCP, MCSE/MCSA, and/or MCITP are a plus. Strong customer service and communication skills required (verbal and written). Ability to lift up to 50lbs. Must be a US citizen and hold an active Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.