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 Shaw AFB.
Provide full Communications Focal Point (CFP) Help Desk support to end users for all Enterprise and AOC networks client equipment, software and services. Provide Client Systems/Hardware Support for the AOC/CAOC floor. Perform all technical support and O&M tasks and activities. Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues). Provide Tier 1 hands-on support to users on the AOC/CAOC floor. Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required. Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure. Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges in accordance with AFCENT guidance. Manage SIPR PKI program. Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs). Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits. Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCOs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves. Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.). Brief AFCENT leadership to provide situational awareness on outages/failures. Oversee all PMI scheduling. Install, administer and maintain client machines, devices, peripherals and software, and provide and technical support to network end-users. Add, move and change client hardware and software to meet end user data, voice and video needs. Provide system support to clients operating on the network/domain. Configure client level software, modify software configuration, and perform basic configuration management functions. Notify the unit Equipment Custodian of any hardware relocation and equipment problems. Obtain an implementation checklist from the theater NOSC, NCC, or FSO before installing any equipment. Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions. Periodically review the organization's needs for computer resources and validate computer equipment requirements the unit Equipment Custodian submits. Promote user awareness concerning unauthorized or illegal use of computer hardware and software. Implement client workstation software patches, security fixes, and service releases according to local instructions. Perform e-mail management and assist users with creating PSTs and moving official emails to electronic file plans. Assist with the tracking and management of OEM/COTS licenses, warranties, service level agreements renewals for client equipment and software. Support O&M of deployable communications suites (e.g., Executive Communication Kits (ECK) and Communications Fly-away Kits (CFK)), including equipment set set-up, tear-down, troubleshooting and maintain, and managing security groups, folders, mailboxes and permissions.
2+ years experience in a help desk or technical support role. Associates degree in related field or an additional 2 years experience in a help desk or technical support role. Must be Security+ certified. Able to troubleshoot and repair desktops and laptops. Must have expertise in Windows 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 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.