Abacus Technology is seeking a Help Desk Specialist to provide first call, phone support for a variety of technical issues at the Pentagon. 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 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+ years experience in a help desk or technical support role. Must be Security+ certified. Experience with Microsoft Windows 7/8/10 and Office 2010/2013. Must have experience with a multi-line phone. Experience with VoIP. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system such as ServiceNow or similar tool. Solid customer service skills, including good communication and the ability to demonstrate professionalism. 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.