Help Desk Support Specialist
1 week ago
Abacus Technology is seeking a skilled Help Desk Technician to provide top-notch technical support for our 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 systems, such as ServiceNow, to ensure a timely resolution.
- Provide guidance and mentorship to junior-level staff.
- Report progress and issues to project lead.
- 4+ years of 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 10/11 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 communication 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 projected compensation range for this position is $60,100-$70,000. Abacus Technology offers a comprehensive benefits package, including health and dental insurance, 401(k) and matching, life insurance, short- and long-term disability, paid time off, paid holidays, and professional membership, technical training, certification, and education assistance.
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
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