Help Desk Specialist

Abacus Technology • San Antonio, TX

2d • Onsite

About The Position

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.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree