Help Desk Technician
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Key skills for this role
About the Role
Abacus Technology is seeking a Help Desk Technician to provide technical support for the U.S. military in the Kingdom of Saudi Arabia (KSA).
Key Skills for This Role
Responsibilities
- Serve as first point of contact for customers seeking technical assistance over phone or email
- Identify and troubleshoot issues related to desktops, laptops, printers, servers, and network connectivity
- Create trouble tickets in the appropriate incident and request system
- Maintain desktops, configure laptops, create/modify user accounts, grant SharePoint access, and manage file permissions
- Monitor and resolve issues to completion using ticketing tracking systems
- Escalate advanced issues to senior level technicians, engineers, or SMEs
Requirements
- Experience providing technical support for desktops, laptops, printers, servers, and network connectivity
- Knowledge of Microsoft operating systems and approved software applications
- Ability to troubleshoot VPNs, CAC logins, and peripherals
- Experience with ticketing systems and incident management
Full Job Posting
Position 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.
- Interact with end users to identify issues related to desktops, laptops, printers, servers, or network connectivity.
- Provide initial technical assistance for configuring and troubleshooting Microsoft operating systems, approved software applications, VPNs, CAC logins, various peripherals, and PCs.
- Create trouble tickets in the appropriate incident and request system with detailed information to resolve incidents within SLAs.
- Maintain desktops; configure laptops; create/modify user accounts, grant SharePoint page access, and share drive file permissions.
- Monitor and resolve issues to completion using ticketing tracking systems.
- Escalate advanced issues to senior level technicians, engineers, or SMEs.
- Follow up and update customers with status information when applicable.
- Resolve and close trouble tickets.
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