Help Desk Technician

Abacus Technology

  • Silver Spring, MD
  • Permanent
  • Full-time
  • 1 day ago
Abacus Technology is seeking a Help Desk Specialist to provide infrastructure and operations support for an enterprise level environment. This is a full-time position at the National Oceanic and Atmospheric Association (NOAA).Responsibilities
  • Provide end user support for a variety of issues including those related to Windows and Apple operating systems, user software and hardware, and other components.
  • Resolve and/or work with System Administrators to resolve complex user issues related to Windows O/S, MECM, MS Cloud Management Gateway, IBM Big Fix and patching, JAMF Mobile Device Management AD, McAfee, access and other issues.
  • Install, modify, and repair computer hardware and software both in person and using remote access tools.
  • Provide end-user software and hardware troubleshooting.
  • Identify, research, and resolve technical problems.
  • Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Respond to escalated tickets for technical support; phone calls, emails, and personal requests to resolve technical issues; resolve issues in accordance with established SLA.
  • Document, track and monitor the problem in ticketing system, such as ServiceNow to ensure a timely resolution.
  • Provide guidance and mentorship to junior level staff.
  • Report progress and issues to project lead.
Qualifications4+ years experience in a help desk or technical support role. Associate’s degree in a related field. Able to troubleshoot and repair desktops and laptops. Must have expertise in Windows operating systems 10 for PCs and 2012/2016 on the server-side. Knowledge of Windows PC and server configuration and integration. Experience managing ticket resolution in an ITSM, such as ServiceNow, Remedy or similar ITSM. Outstanding customer service and communications skills and ability to interact professionally within all levels of an organization. Able to handle high priority problem calls and interact with clients at varying organizational levels. Strong organizational skills and attention to detail with the ability to manage priorities. Versatility, flexibility, and a willingness to work within constantly changing priorities. May be required to work outside of normal business hours to resolve outages or for planned projects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Must be a US Citizen.Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.EOE/M/F/Vet/Disabled

Abacus Technology