Abacus Technology is seeking a Help Desk Technician to provide phone and in-person technical support for end users in an enterprise level environment. This is a full-time position at the Detroit Arsenal.
Provide customers with in-depth telephone and desk-side technical support for software applications, networking issues, and remote access support. Install, configure, diagnose, repair, and upgrade servers, computer hardware, and equipment while ensuring optimal performance. Document the issues reported and the resolution of these issues in the ticketing database for historical tracking and reference. Support and maintain PC hardware and software including new computer setup, images, software installation, upgrades, preventive maintenance, and troubleshooting, as required. Support a LAN/WAN system using TCP/IP connectivity.
2+ years experience in a help desk or technical support role. Must be A+, Network+, and/or Security+ certified. Must be ITIL v3 certified. Able to obtain Microsoft Certified Solutions Associate (MCSA): Windows 7/8 within six months of hire. Able to troubleshoot and repair desktops and laptops. Must have expertise in Windows operating systems 7/8 for PCs and 2008 on the server-side. Knowledge of Windows PC and server configuration and integration. Experience with Remedy or similar trouble ticket system. Knowledge of Help Desk Institute (HDI) practices. 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 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.