Help Desk Technician with Security Clearance
Job Title:
Help Desk Technician Job Location:
Quantico, VA Overview:
Abacus Technology is seeking a Help Desk Technician to provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VAThis is a full-time positionMajor Duties &
Responsibilities:
o Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident ticketso Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligenceo Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backupso Document troubleshooting and customer interaction in the tracking system work logo Recognize application and technical problem trends and provide mitigation plans to avoid future occurrenceo Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer serviceo Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularlyo 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 directiveso Implement client workstation software patches, security fixes, and service releases according to local instructionso Manage and establish network user accountso Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation
Qualifications:
5
years experience in a help desk or technical support roleBachelor's degree in a related field desiredMust be certified at IAT Level II (Security
or other certification satisfying DoD 8140 certification requirements)ITIL v3 Foundations certification desiredExperience managing ticket resolution ITSM, such as RemedyExperience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devicesExperience with iPhone mobile devices and PureBred software for mobile device managementExperience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devicesMust be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolutionMust have outstanding customer service and communications skills and able to interact professionally within all levels of an organizationMust be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI)Applicants selected will be subject to a U.
Sgovernment security investigation and must meet eligibility requirements for access to classified information.
Recommended Skills Abacus Administration Classified Information Communication Customer Service Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3n51y5w0jt32vg0w4k', 'ExternalApply-j3n51y5w0jt32vg0w4k'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
Help Desk Technician Job Location:
Quantico, VA Overview:
Abacus Technology is seeking a Help Desk Technician to provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VAThis is a full-time positionMajor Duties &
Responsibilities:
o Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident ticketso Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligenceo Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backupso Document troubleshooting and customer interaction in the tracking system work logo Recognize application and technical problem trends and provide mitigation plans to avoid future occurrenceo Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer serviceo Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularlyo 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 directiveso Implement client workstation software patches, security fixes, and service releases according to local instructionso Manage and establish network user accountso Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation
Qualifications:
5
years experience in a help desk or technical support roleBachelor's degree in a related field desiredMust be certified at IAT Level II (Security
or other certification satisfying DoD 8140 certification requirements)ITIL v3 Foundations certification desiredExperience managing ticket resolution ITSM, such as RemedyExperience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devicesExperience with iPhone mobile devices and PureBred software for mobile device managementExperience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devicesMust be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolutionMust have outstanding customer service and communications skills and able to interact professionally within all levels of an organizationMust be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI)Applicants selected will be subject to a U.
Sgovernment security investigation and must meet eligibility requirements for access to classified information.
Recommended Skills Abacus Administration Classified Information Communication Customer Service Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3n51y5w0jt32vg0w4k', 'ExternalApply-j3n51y5w0jt32vg0w4k'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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