Abacus Technology Sr. Help Desk Specialist in Chicopee, Massachusetts
Abacus Technology is seeking a Sr. Help Desk Specialist to provide phone and in-person technical support for enterprise level systems at Westover ARB. This is a full-time position.
Respond to and diagnose problems through discussion with users. Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervise operation of help desk and serve as focal point for customer concerns. Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Provide second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems.
6+ years experience in a help desk or technical support role. Work-related certifications a plus. Experience with Microsoft Windows 10 and Office 2010/2013. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system such as ServiceNow, Remedy, or similar tool. Experience with TCP/IP, WINS, and DNS. Solid customer service skills, including good communication and the ability to demonstrate professionalism. Must be a US citizen.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
External Company URL: www.abacustech.com