Overview:
Abacus Technology is seeking a Help Desk Technician to provide technical
support for the U.S. military in the Kingdom of Saudi Arabia (KSA). This is a
full-time OCONUS position.
Responsibilities:
Serve as the first point of contact for customers seeking technical assistance
over the phone or via email: interacts with (e.g., thoroughly interviews or
questions) the end-users to identify a variety of issues related to desktops,
laptops, printers, and servers, or network connectivity. Provide initial
technical assistance and support for incoming queries and issues for
configuring and troubleshooting Microsoft (MS) operating systems (OS),
approved software applications (both COTS and proprietary), VPNs, CAC logins,
various peripherals, and PCs (HP/Dell), to include trouble shooting using
remote desktop connections, if applicable. Create trouble tickets in the
appropriate incident and request system (e.g., on the specified designated
classified network) to include the pertinent detailed information necessary to
accurately identify and resolve all incidents and requests within established
service level agreements (SLAs). Maintain desktops; configure laptops; and,
create and/or modify user accounts, grant SharePoint page access, and share
drive file permissions. Monitor and resolve issues to completion using the
ticketing tracking systems. Escalate all advanced issues to senior-level
technicians, engineers, or SMEs. Follow-up and/or update the customer with
status information, when applicable. Resolve and close trouble tickets.
Qualifications:
2-3 years' IT experience in a help desk or technical support role. Bachelor's
degree in a related field. Must hold a CompTIA Security+ CE (DoD 8570 IAT
Level II) certification. Solid customer service skills, including good
communication (i.e., soft skills) and the ability to demonstrate
professionalism on a consistent basis is a MUST. In-depth knowledge of MS
Windows OS 7/10, MS Office Professional 2010/13/16, and browser configuration
(e.g., Internet Explorer, Google Chrome, and Foxfire). 2-3 years supporting
various software applications, and troubleshooting various makes and types of
printers, and PC hardware. Familiarity with a trouble ticket (TT) system such
as ServiceNow, ITSM Remedy 8 or above, or a similar tracking tool. Basic
knowledge of TCP/IP, WINS, and DNS. Experience with VTC setup and
configuration is a plus. Must be able to communicate technical information in
a non-technical manner to the customers, when applicable; and, when creating
TTs, must be able to translate non-technical information into more technical
terms for SMEs. Must be a US Citizen with an active Secret clearance.
Applicants selected will be subject to a U.S. government security
investigation and must meet eligibility requirements for access to classified
information.
Applicants selected will be subject to any Executive Orders regarding
vaccination mandates for Federal government contractors.
EOE/M/F/Vet/Disabled
Overview: Abacus Technology is seeking a Help Desk Technician to provide technical support for the U.S. military in the Kingdom of Saudi Arabia (KSA). This is a full-time OCONUS position. Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the phone…
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