Abacus Technology is seeking a Sr. Help Desk Technician to provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA. This is a full-time position.
Serve as the primary service desk point of contact for executive customer support to ensure immediate attention and support to AFOSI senior leadership for service requests and issues. Provide mobile device support, including the administration of user accounts, device policy, troubleshooting and problem resolution, device issuance and replacement. Work with government POC to approve request regarding activation/reactivation of lines, change plans, adding services or ordering new equipment.
10 years of related experience in IT field, with at least 5 years managing and supporting service desk operations and customer support functions. Bachelor’s degree in a related field desired. Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements). ITIL v3 Foundations and/or HDI certifications desired. Experience providing executive and VIP service desk support. Experience managing ticket resolution ITSM, such as Remedy. Experience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devices. Experience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devices. Experience with a USAF IT environment a plus. Must have outstanding customer service and communications skills and able to interact professionally within all levels of an organization. Must be a US citizen and hold a current Top Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.