Service Desk Technician

Abacus Technology is seeking a Service Desk Technician to provide technical support for Space Operations Command at Peterson SFB.  This is a full-time position.

• →Provide first call resolution for a variety of technical issues. 
• →Open and log trouble tickets, maintain ownership of tickets, and monitor progress and resolution to ensure tickets are resolved and closed.
• →Escalate tickets as necessary to tier 2 staff. 
• →Provide business analysis support to end-users, document their requirements with user stories, and directly create/update applications or escalate them to our solution developers.
• →Perform training associated with Tier 1 support as needed.

2+ years experience in a service desk or technical support role.  2+ years experience in SharePoint and Teams administration.  Associate’s degree in a related field.  Additional experience may be substituted for degree requirements.  Must be Security+ CE certified (or hold equivalent certification in compliance with DoD 8140/8570 IAT II requirements).  Must hold a Microsoft 365 Fundamentals certification.  HDI-CSR certification desired.  Experience with MS SharePoint and Teams administration.  Experience with Enterprise Task Management Software Solution (ETMS2) a plus.  Experience managing ticket resolution ITSM, such as Remedy or ServiceNow.  Strong desktop application administration experience to include Microsoft Office, web browsers, and anti-virus applications.  Experience with Active Directory.  Must be able to provide courteous, timely and professional treatment of all customers.  Must have outstanding customer service and communications skills and the ability to interact professionally within all levels of an organization.  Must be a US citizen and hold a current Secret clearance.