ABACUS SOLUTIONS GROUP: We’re built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we 1st ask “Is the decision consistent with our moral and ethical principles”. We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.
JOB SUMMARY: Provide USCIS user support on assigned open tickets and work in collaboration with the Service Desk. Resolve customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. Install, troubleshoot and maintain an extensive variety of products and equipment. Train employees, identify, analyze, and repair product failures, order and replace parts as needed. Determine and recommend which products or services best fit the customers’ needs.
PAY AND BENEFITS:
POSITION RESPONSIBILITIES:
DESKSIDE SUPPORT WHICH INCLUDES
ASSET INVENTORY SUPPORT
DISPOSAL PREPARATION SUPPORT
ENCRYPTION SERVICES
VIDEO CONFERENCING AND AUDIO/VIDEO O&M
LOCAL ON-SITE CABLING
WIRELESS SERVICES
SERVICE CENTER SERVICES
HARDWARE INCIDENT RESOLUTION
ACCOUNT MANAGEMENT SERVICES
Provide on-site support for deployment and security remediation functions
Gather analyze, and report end-user support trends
Provide desktop, application, and network application incident resolution
Manage user installation and relocations requests
Conduct physical inventory of assets
Conduct scheduled and random electronic inventories
Assist in receiving and receipting property
Transfer of property to other organizations
Process computer equipment for excess and disposition
Ensure disposal policies and procedures are employed
Ensure every device is wiped/degaussed prior to site removal
Administer and manage encryption tools application server
Ensure laptops are properly encrypted
Encrypt laptops discovered without encryption
Provide password recovery for encrypted device
Troubleshoot system problems and repairs
Work with support staff for remote troubleshooting and repairs
Assist in setting up presentation devices and Video Conference units
Set up, ensure functionality, be available during events and shut down video conferences
Restart wiring closet cabling electronics including switches or other network devices
Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades
Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support
Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
Provide remote support services for telework/home users
Support pre/post application releases
Identify and resolve hardware incidents and service requests of a consumable part
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.