Help Desk Lead

Overview

Abacus Technology is seeking a Help Desk Lead to guide a team providing technical support for the US Air Force Office of Special Investigations (AFOSI). This is a full-time position.

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.

Qualifications

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). 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. 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).

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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