Abacus Technology is seeking a Service Desk Technician to provide phone and in-person technical support for a variety of hardware, software, and systems issues at Fort Bragg. This is a full-time position.
Support customer service functions in performing systems upgrades, system support, and problem logging/troubleshooting using the Action Request System (Remedy/ITSM) and NetPlus. Receive tickets in the Remedy/ITSM and NetPlus systems related to network security and connectivity, NEC standard applications, and Fort Bragg telecommunication systems. Provide intake for service tickets submitted by customers to report problems, ask questions, and make service requests. Screen all incoming tickets for accuracy and completeness and contact customers via telephone to gather incomplete, erroneous, or missing information required to provide the service requested by the customer. Review, sort, classify and re-assign all tickets to the correct support group(s) for action. Provide limited troubleshooting support for Army Enterprise approved applications and telecommunications systems; and identify incidents meeting requirements for additional elevation and reporting in accordance with standard operating procedures as provided by the Army Enterprise Service Desk C4IM services list. Submit work orders/trouble tickets to the Army Enterprise Service Desk for new installs and changes to existing telephone service. Maintain and operate a limited lending library of software and hardware. Provide problem resolution services for these items in the areas of equipment maintenance, common user software and network related problems; apply knowledge and understanding of Virtual Private Networks (VPNs) and Outlook Web Access. Monitor the status of all tickets in the automated Remedy/ITSM and NetPlus work order system, notifying support group staff if tickets are not being worked IAW the time frames established in Table 3 below. Analyze historical data to identify possible areas for further problem identification and long term solutions. Contact customers who reported outages to verify outages have been corrected and customer is able to work. Maintain user accounts and process password resets. Monitor network equipment and notify appropriate personnel of any network outages. Monitor environmental alarms, provide advice and guidance to the Government with the physical IT environment (data centers) and support the maintenance of tools used by the NEC staff to maintain infrastructure. Assist in orienting Fort Bragg Information Management Officers (IMOs) in the use of Remedy/ITSM and NEC services. Recommend methods to improve NEC operations and Customer Support Branch I (CMB) and CMB II Standard Operating Procedures. Process all applicable service requests IAW CIO/G6 C4IM service list. Process and distribute Incident Reports and Commander’s Critical Incident Reports, and updates, in accordance with standard operating procedures.
3+ years experience in a help desk or technical support role. Must be able to meet DoD 8570 IAT I certification requirements (A+ CE, Network+ CE, CCNA-Security, or SSCP). Must be MCITP: Enterprise Desktop Support Technician Windows 10 certified or be able to obtain within 6 months of hire date. Must have expertise in Windows operating systems 10 for PCs and 2012/2016 on the server-side. Knowledge of Windows PC and server configuration and integration. Experience with Remedy or similar trouble ticket system. Experience using and contributing to a knowledge management database. Able to handle high priority problem calls and interact with clients at varying organizational levels. Strong organizational skills and attention to detail with the ability to manage priorities. Must have outstanding oral communication and customer service skills. Versatility, flexibility, and a willingness to work within constantly changing priorities. Must be willing to provide after-hours and on-call support as part of a rotation when necessary. Must be a US citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.