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Help Desk Specialist

1 month ago

Silver Spring, United States Abacus Technology Full time
Overview

Abacus Technology is seeking a Help Desk Specialist to provide phone and in-person technical support for end users in an enterprise level environment.  This is a full-time position at the National Oceanic and Atmospheric Association (NOAA).

Responsibilities
  • Track, log, run diagnostics, perform analysis, resolve, and respond to user requests for application and hardware support received by Tier 1 using the ServiceNow Platform. 
  • Provide services to install, configure, upgrade, patch, and troubleshoot approved software, network devices, computing devices, mobile devices and peripherals. 
  • Disconnect, move, and reconnect IT equipment as requested. 
  • Perform PC imaging, configuring, and encryption management. 
  • Support user account management in the Identity, Credential, and Access Management (ICAM) system. 
  • Maximize use of remote access tools (Beyond Trust) and limit the number of onsite visits to enhance the customer experience.
Qualifications

4+ 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 with Remedy or similar trouble ticket system.  Experience using and contributing to a knowledge management database.  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.  Must have outstanding oral communication and customer service skills.  Versatility, flexibility, and a willingness to work within constantly changing priorities.  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