Abacus Technology Corporation · 3 months ago
Help Desk Lead
US-VA-Quantico
Full-time
Onsite
Senior Level
5+ years expAbacus Technology Corporation is seeking a Help Desk Lead to guide a team providing technical support for the US Air Force Office of Special Investigations (AFOSI). The role involves serving as the primary point of contact for end users and delivering comprehensive IT support while managing incident tickets and ensuring customer satisfaction.
Information TechnologySoftwareTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the primary point of contact for end users to provide ongoing support, monitoring, and life cycle management of incident tickets
Provide service desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution
Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups
Resolve customers’ administrative and technical communications problems and install, configure, and operate client/server devices
Document all troubleshooting and customer interaction in the ITSM system
Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence
Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service
Support password resets, imaging of workstations, run cables from the user workstation to the LAN/Unified Communications Center junction box, coordinate with the Navy on trouble ticket issues to include VoIP phones
Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly
Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives
Implement client workstation software patches, security fixes, and service releases according to local instructions
Ensure immediate attention and support is provided to the AFOSI Top Four (executive tickets/issues)
Provide administration of user account creations/deletions, configuring devices, device policy creation/management, troubleshooting/resolving problems users have with their devices, and issuing new/replacement hardware
Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one (1) troubleshooting of VTC/Global Video System (GVS) issues prior to escalation
Qualification
Required
5 years experience in the IT field including at least 3 years supporting service desk operations and customer support functions
Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements)
Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution
Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization
Must be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI)
Preferred
ITIL certification desired
Experience managing ticket resolution ITSM, such as ServiceNow
Experience imaging of workstations
Experience with mobile device management, issuing devices, administering accounts, and troubleshooting mobile devices
Experience with iPhone mobile devices and Purebred software for mobile device management
Experience with Intune devices and Intune software on mobile devices
Company
Abacus Technology Corporation
Abacus Technology Corporation delivers leading edge, high quality assistance in response to complex technology challenges.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
W
William Magro
Senior Vice President
A
Alice Solomon
Vice President
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