Help Desk Specialist

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.

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.

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