Help Desk Technician

About the role

Abacus Technology is seeking a Help Desk Technician to provide technical support for U.S. military users stationed in the Kingdom of Saudi Arabia. This full‑time OCONUS position serves as the first point of contact for end‑users experiencing issues with desktops, laptops, printers, servers, and network connectivity.

Key responsibilities

• Answer phone and email inquiries, interview users to identify technical problems, and provide initial assistance.
• Troubleshoot Microsoft operating systems, approved software, VPNs, CAC logins, and peripherals using remote desktop tools when applicable.
• Create and manage trouble tickets in the classified incident system, ensuring detailed documentation and adherence to SLAs.
• Maintain desktops, configure laptops, manage user accounts, grant SharePoint access, and set file permissions.
• Monitor ticket progress, resolve issues, and close tickets; escalate complex problems to senior technicians or SMEs.

Required profile

• Minimum 3 years of IT help‑desk or technical support experience.
• Bachelor’s degree in a related field.
• CompTIA Security+ CE (DoD 8570 IAT Level II) certification.
• U.S. citizenship with an active Secret clearance.
• Strong customer service and communication skills.

Required skills

• Microsoft Windows OS and Microsoft Office Professional.
• VPN configuration and Common Access Card (CAC) login.
• Remote Desktop troubleshooting.
• ServiceNow or ITSM Remedy ticketing systems.
• TCP/IP, WINS, DNS fundamentals.
• Video Teleconferencing (VTC) setup and configuration.
• SharePoint page access management.
• Hardware support for HP/Dell PCs and various printers.