Sr. Help Desk Specialist

Abacus Technology is seeking a Sr. Help Desk Specialist to provide technical support for the Air Force Civil Engineering Center (AFCEC) at Lackland AFB. This is a full-time position.

Provide troubleshooting support for hardware, software, and network issues.
• Serve as an escalation point for complex or unresolved help desk tickets.
• Manage and resolve system access and configuration issues, including email systems, and specialized software.
• Document technical solutions and maintain records in the ticketing system.
• Assist in training and mentoring junior help desk staff to improve team capability and service delivery.
• Monitor team performance metrics and identify opportunities for improvement.
• Serve as a backup to other Help Desk personnel when needed.
• Proactively identify recurring technical problems and develop solutions to mitigate future occurrences.
• Collaborate with IT teams to implement system upgrades, patches, and new technologies.
• Develop and update standard operating procedures (SOPs) and knowledge base articles.
• Ensure a high standard of customer service by effectively communicating with users to understand their needs and concerns.
• Manage user expectations through regular updates on ticket progress and resolution timelines.
• Foster strong relationships with internal teams and external customers to ensure effective IT service delivery.

5+ years experience providing technical support. Bachelor's degree in a related field desired. Must be Security+ certified. Additional work-related certifications such as A+, Network+, ITIL, and/or Microsoft Certified: Modern Desktop Administrator.

Advanced knowledge of Windows operating system, Microsoft Office 365, and network troubleshooting. Familiar with IT Service Management (ITSM) frameworks and tools such as ITIL and ServiceNow. Familiar with relational databases and tools, database structures, and SQL queries. Proficient in troubleshooting enterprise systems, peripherals, and mobile devices. Excellent problem-solving, analytical, communication, and decision-making skills. Able to work independently and collaboratively in a team environment. Able to work in a fast-paced environment and manage multiple priorities. May require occasional work outside normal business hours due to a planned project or an urgent issue. May require occasional travel to customer site locations. 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.

EOE/M/F/Vet/Disabled