Help Desk Technician

Overview

Abacus Technology is seeking a Help Desk Technician to provide technical support for the U.S. military in the Kingdom of Saudi Arabia (KSA). This is a full-time OCONUS position.

• Serve as the first point of contact for customers seeking technical assistance over the phone or via email: interacts with end‑users to identify a variety of issues related to desktops, laptops, printers, servers, or network connectivity.
• Provide initial technical assistance and support for incoming queries and issues for configuring and troubleshooting Microsoft operating systems, approved software applications (both COTS and proprietary), VPNs, CAC logins, various peripherals, and PCs (HP/Dell), including troubleshooting using remote desktop connections if applicable.
• Create trouble tickets in the appropriate incident and request system to include pertinent detailed information necessary to accurately identify and resolve all incidents and requests within established service level agreements (SLAs).
• Maintain desktops; configure laptops; and create and/or modify user accounts, grant SharePoint page access, and share drive file permissions.
• Monitor and resolve issues to completion using ticketing tracking systems.
• Escalate all advanced issues to senior‑level technicians, engineers, or SMEs.
• Follow‑up and/or update the customer with status information when applicable.
• Resolve and close trouble tickets.

3+ years’ IT experience in a help desk or technical support role. Bachelor’s degree in a related field. Must hold a CompTIA Security+ CE (DoD 8570 IAT Level II) certification. Solid customer service skills, strong communication skills, and the ability to demonstrate professionalism consistently. In‑depth knowledge of MS Windows OS, MS Office Professional, and browser configuration. 2‑3 years supporting various software applications, and troubleshooting various makes and types of printers, and PC hardware.

Familiarity with a trouble ticket system such as Service Now, ITSM Remedy or above, or a similar tracking tool. Basic knowledge of TCP/IP, WINS, and DNS. Experience with VTC setup and configuration is a plus. Must be able to communicate technical information in a non‑technical manner to customers, and when creating trouble tickets, translate non‑technical information into more technical terms for SMEs.

Must be a U.S. Citizen with an active 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