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 Saudi Arabia.
Key Skills for This Role
Responsibilities
- Serve as first point of contact for customers seeking technical assistance over phone or email
- Provide initial technical assistance for configuring and troubleshooting Microsoft operating systems, software applications, VPNs, CAC logins, and peripherals
- Create trouble tickets in the appropriate incident and request system with detailed information
- 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
- Follow up and update customers with status information
- Resolve and close trouble tickets
Requirements
- 3+ years of IT experience in a help desk or technical support role
- Bachelor's degree in a related field
- Must hold a CompTIA Security+ CE (DoD 8570 IAT Level II) certification
- In depth knowledge of MS Windows OS, MS Office Professional, and browser configuration
- 2 3 years supporting various software applications and troubleshooting printers and PC hardware
- Familiarity with a trouble ticket system such as ServiceNow, ITSM Remedy or similar
- Basic knowledge of TCP/IP, WINS, and DNS
- Must be a US Citizen with an active Secret clearance
Full Job Posting
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.
- Provide initial technical assistance and support for incoming queries and issues 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.
- Maintain desktops; configure laptops; create/modify user accounts, grant SharePoint page access, and share drive file permissions.
- Monitor and resolve issues to completion using the ticketing tracking systems.
- Escalate all advanced issues to senior level technicians, engineers, or SMEs.
- Follow up and/or update the customer with status information.
- Resolve and close trouble tickets.
Qualifications
- 3+ years’ IT experience in a help desk or technical support role.
- Bachelor’s degree in a related field.
- Must hold a CompTIA Security+ CE (DoD 8570 IAT Level II) certification.
- Solid customer service skills, strong communication skills, and the ability to demonstrate professionalism.
- In depth knowledge of MS Windows OS, MS Office Professional, and browser configuration.
- 2 3 years supporting various software applications, and troubleshooting various makes and types of printers, and PC hardware.
- Familiarity with a trouble ticket system such as ServiceNow, ITSM Remedy or above, or a similar tracking tool.
- Basic knowledge of TCP/IP, WINS, and DNS.
- Experience with VTC setup and configuration is a plus.
- Must be a US Citizen with an active Secret clearance.
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