Abacus Staffing
Tier 2 Technology Support Services
Abacus Staffing, Washington, District of Columbia, us, 20022
Tier 2 Technology Support Services Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.
General Competencies & Technical Requirements:
Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
Ability to operate effectively in a fast-paced environment and meet tight deadlines.
Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
Minimum Experience:
One (1) year minimum experience supporting: macOS, Remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID experience preferred)
Three (3) years minimum experience in: Active Directory user and account administration, Supporting Microsoft Windows 10 and Office 365 applications, Supporting mobile operating systems (iOS, Android), Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
Preferred But Not Required Qualifications:
Three Years Experience IT Call Center environments
CompTIA Certification (e.g., A+, Network+, Security+)
M365 Certification
ITIL Foundation Certification
Relevant college degree in IT or related field
Other industry-recognized IT certification
Primary Responsibilities:
Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards. Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on- site visits. Support the installation, configuration, and use of various application software. Offer mobile device support for Android and iOS platforms. Assist in the development of user documentation and installation procedures. Additional Expectations:
Demonstrate a willingness to learn and retain knowledge of all -supported hardware and software, cloud-based products, and internal policies. Participate in HIR projects and initiatives as needed. Serve as an escalation resource for advanced-level support issues. Service Hours and Place of Performance: Place of performance: U.S. office buildings located in Southwest Washington, D.C. inside the U.S. Capitol Complex. Normal Business Hours: Hours between 8:00 AM and 6:30 PM (EST) on Mondays through Fridays, except holidays observed by the. Citizenship & Security Clearance: Citizenship: All contractor personnel performing on this contract must have authorized U.S. workers status. Security Clearance: All contractor personnel performing under this contract must submit to and pass a background check performed.
#J-18808-Ljbffr
Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards. Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on- site visits. Support the installation, configuration, and use of various application software. Offer mobile device support for Android and iOS platforms. Assist in the development of user documentation and installation procedures. Additional Expectations:
Demonstrate a willingness to learn and retain knowledge of all -supported hardware and software, cloud-based products, and internal policies. Participate in HIR projects and initiatives as needed. Serve as an escalation resource for advanced-level support issues. Service Hours and Place of Performance: Place of performance: U.S. office buildings located in Southwest Washington, D.C. inside the U.S. Capitol Complex. Normal Business Hours: Hours between 8:00 AM and 6:30 PM (EST) on Mondays through Fridays, except holidays observed by the. Citizenship & Security Clearance: Citizenship: All contractor personnel performing on this contract must have authorized U.S. workers status. Security Clearance: All contractor personnel performing under this contract must submit to and pass a background check performed.
#J-18808-Ljbffr