Help Desk Lead

Abacus Technology • Quantico, VA

111d

About The Position

Abacus Technology is seeking a Help Desk Lead to guide a team providing technical support for the US Air Force Office of Special Investigations (AFOSI). This is a full-time position.

Requirements

• 5 years experience in the IT field including at least 3 years supporting service desk operations and customer support functions.
• Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements).
• ITIL certification desired.
• Experience managing ticket resolution ITSM, such as ServiceNow.
• Experience imaging of workstations.
• Experience with mobile device management, issuing devices, administering accounts, and troubleshooting mobile devices.
• Experience with iPhone mobile devices and Purebred software for mobile device management.
• Experience with Intune devices and Intune software on mobile devices.
• Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
• Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization.
• Must be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI).

Nice To Haves

• ITIL certification desired.

Responsibilities

• Serve as the primary point of contact for end users to provide ongoing support, monitoring, and life cycle management of incident tickets.
• Provide service desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution.
• Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Resolve customers’ administrative and technical communications problems and install, configure, and operate client/server devices.
• Document all troubleshooting and customer interaction in the ITSM system.
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence.
• Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
• Support password resets, imaging of workstations, run cables from the user workstation to the LAN/Unified Communications Center junction box, coordinate with the Navy on trouble ticket issues to include VoIP phones.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
• Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives.
• Implement client workstation software patches, security fixes, and service releases according to local instructions.
• Ensure immediate attention and support is provided to the AFOSI Top Four (executive tickets/issues).
• Provide administration of user account creations/deletions, configuring devices, device policy creation/management, troubleshooting/resolving problems users have with their devices, and issuing new/replacement hardware.
• Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one (1) troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.

Benefits

• EOE/M/F/Vet/Disabled

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level