Help Desk Technician

Abacus Technology • Hanscom AFB, MA

3d • $58,000 - $69,000

About The Position

Abacus Technology is seeking a Help Desk Specialist to provide technical support for end users for the BLITS program at Hanscom AFB. This is a full-time position.

Requirements

• 3+ years experience in a help desk or technical support role.
• HS Diploma or GED.
• Must be Security+ CE certified.
• Experience with Windows Desktop Operating Systems (Windows 10) and Active Directory.
• Experience with Microsoft Office Products (O365/2016), Teams, Skype for Business, Outlook.
• Able to resolve issues quickly and efficiently to comply with metric requirements.
• Proficient with computer, network and server hardware.
• Strong troubleshooting skills on both hardware and software.
• Must have strong customer service skills.
• Strong written and verbal communication skills.
• Must be self-motivated to work on behalf of the customer, the contract and section performance.
• Able to work in a team environment.
• Able to stay up to date with evolving processes and procedures for regular troubleshooting and repairs.
• Must be willing to work “split / rotational” Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs.
• Must be a US citizen and hold a current Secret clearance.

Nice To Haves

• ITIL certification desired.

Responsibilities

• Handle daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems.
• Review tickets assigned daily and keep customers up to date on any and all changes.
• Support client voice issues, to include VoIP and SIP services.
• Conduct troubleshooting and repairs over the phone remotely utilizing Dameware, in the office when a customer is able to bring the device in, and on-site with the customer when needed.
• Install and troubleshoot authorized software for customers in a timely manner; ensure all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory.
• Support classified NSA Type-1 encryption operations including COMSEC key installation/coordination processes, device configurations and/or troubleshooting.
• Support classified desktops/laptops which may be physical hardware based or virtualized desktops (VDI).
• Ensure workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users.
• Implement software patches and security fixes when it cannot be done using enterprise SCCM.
• Support expanded/related IT project efforts as/if directed.

Benefits

• Health and Dental Insurance
• 401(k) and Matching
• Life Insurance
• Short- and Long-Term Disability
• Paid Time Off
• Paid Holidays
• Professional Membership, Technical Training, Certification, and Education Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees