Desktop Lead

Overview: Abacus Technology is seeking a Desktop Lead to oversee a team of technicians providing end user support in an enterprise level environment at Aberdeen Proving Ground. This is a full-time position.Responsibilities: Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Develop and maintain knowledge of information systems technology and regulations. Recommend upgrades of hardware and software, or modifications to procedures to improve efficiency and maintain regulatory compliance. Evaluate user difficulties and identify solutions requiring referral to internal or external technical, professional, or service personnel. Coordinate the procurement of necessary services. Evaluate and anticipate work volume and assign and distribute work among staff accordingly. Assess procedures and identify opportunities to improve customer service. Participate in and contribute to actions supporting performance improvement plans and reviews, promotions, salary recommendations and terminations. Coach, develop, and inspire staff to maximize their potential. Analyze and evaluate incident reports and implement procedures to reduce help-line incident rate.Qualifications: 5+ years experience in help desk or technical support including experience in a lead or supervisory role. Must be Security+ certified. Must hold or be able to obtain the following certifications within six months of hire: either the MCSA Windows 8/10 or Microsoft 365 Certified Modern Desktop Administrator Associate; ITILv3 Foundations; BMC Certified Professional BMC Remedy AR System 9.x Developer. Experience supporting an enterprise service desk in a large and complex classified and unclassified network environment. Hands-on experience and training on the most recent version of Microsoft Operating Systems, Microsoft Office applications (Current Versions), and other common desktop applications such as Adobe Acrobat, Tumbleweed, etc. Able to quickly learn unique GOTS applications. Must have excellent customer service skills; project a positive image and professional manner at all times; and be able to work within the confines of a set time schedule. Knowledge and experience communicating desktop support concepts to technical and non-technical personnel. Able to develop technical documents and produce system design documentation. Must be a US Citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
Applicants selected will be subject to the Federal mandate regarding vaccination for Federal government contractors.
EOE/M/F/Vet/Disabled