Help Desk Specialist

Overview

Abacus Technology is seeking a Help Desk Specialist to provide technical support for the Air Education and Training Command (AETC) at Randolph AFB.  This is a full-time position.

Responsibilities

• Perform technical support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).  
• Ensure each reported problem is resolved in a timely manner and tracked according to standards and escalated as appropriate. 
• Communicate problem resolution and additional information to customer groups, engineering and support teams, and business and IT support groups. 
• Troubleshooting desktop, laptop, printers, and network connectivity problems. 
• Set up new desktop users. 
• Communicate technical and business problems in a non-technical manner, to customers with varying levels of technical expertise. 
• Monitor and resolve assigned issues received through the call-tracking system.

Qualifications

3+ years experience in a help desk or technical support role.  Associate’s degree in a related field.  Must be Security+ certified (or hold equivalent DoD 8570 IAT Level II).  Experience responding to and diagnosing problems through discussion with users.  Able to ensure a timely process through which problems are controlled.  Experience with help desk operations and serving as focal point for customer concerns.  Experience providing support to end users on a variety of issues.  Experience identifying, researching, and resolving technical problems.  Experience responding to telephone calls, email and personnel requests for technical support.  Experience documenting, tracking, and monitoring problems to ensure a timely resolution.  Experience providing second-tier support to end users for either PC, tablet, mobile phone, server, network, or mainframe applications or hardware.  Experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.  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.

EOE/M/F/Vet/Disabled