Help Desk Specialist

Help Desk Specialist Abacus Technology - 3.6 San Antonio, TX Job Details Full-time 1 day ago Qualifications Phone communication Research Customer support ticket management Associate's degree

Full Job Description Overview:

Abacus Technology is seeking a Help Desk Specialist to provide technical support for the Air Education and Training Command (AETC) at Randolph AFB. This is a full-time position.

Responsibilities:

Perform technical support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent). Ensure each reported problem is resolved in a timely manner and tracked according to standards and escalated as appropriate. Communicate problem resolution and additional information to customer groups, engineering and support teams, and business and IT support groups. Troubleshooting desktop, laptop, printers, and network connectivity problems. Set up new desktop users. Communicate technical and business problems in a non-technical manner, to customers with varying levels of technical expertise. Monitor and resolve assigned issues received through the call-tracking system.

Qualifications:

3+ years experience in a help desk or technical support role. Associate's degree in a related field. Must be Security+ certified (or hold equivalent DoD 8570 IAT Level II). Experience responding to and diagnosing problems through discussion with users. Able to ensure a timely process through which problems are controlled. Experience with help desk operations and serving as focal point for customer concerns. Experience providing support to end users on a variety of issues. Experience identifying, researching, and resolving technical problems. Experience responding to telephone calls, email and personnel requests for technical support. Experience documenting, tracking, and monitoring problems to ensure a timely resolution. Experience providing second-tier support to end users for either PC, tablet, mobile phone, server, network, or mainframe applications or hardware. Experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Must be a US citizen and hold a current Secret clearance. 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