Help Desk Technician

4 days ago

Boulder, Colorado, United States Abacus Technology Full time
About the Role

Abacus Technology is seeking a skilled Help Desk Technician to provide top-notch infrastructure and operations support for an enterprise-level environment. This is a full-time position at the National Oceanic and Atmospheric Association (NOAA).

Key Responsibilities
  • Provide end-user support for a variety of issues 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 leads.
Requirements
  • 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 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.
What We Offer

Abacus Technology offers a competitive compensation package, including a projected salary range of $60,100-$70,000, as well as 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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