Overview: Abacus Technology is in need of a Desktop Technician Lead to supervise and oversee a team of desktop technicians providing enterprise level support for the Minerals Management Service (MMS) of the Department of Interior (DOI).  This is a full-time position.

Major Duties & Responsibilities: Oversee the desktop technicians and ensure that end users are receiving the appropriate assistance.  Manage the processing of incoming trouble tickets to ensure courteous, timely, and effective resolution of end user issues.  Manage all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of all support functions.  Enforce service levels agreements (SLA) in consultation with end users to establish problem resolution expectations and timeframes.  Analyze performance of desktop activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.  Identify, recommend, develop, and implement help sheets, user guides, FAQ lists, and training programs to increase end user computer literacy and self-sufficiency.  Act as the primary point of contact for desktop-related projects.  Interact with end user to identify a variety of issues related to desktops, laptops, printers, and server or network connectivity.  Provide in-person, desk-side support for installation, configuration, troubleshooting for operating systems and software applications, both COTS and proprietary, as well as hardware.  Install and maintain desktops; setup and configure laptops; create accounts, accesses, and permissions.  Provide status and project reports as necessary.

Qualifications: 4-5 years experience in a help desk/technical support lead or supervisory role.  Bachelor’s degree in a related field.  Must have extensive experience with desktop and server hardware (Dell) and operating systems (MS Windows).  Experience with Microsoft Windows 2000/2003/XP/Vista and Office 2003/2007.  In-depth knowledge of operating systems, applications, printers, and PC hardware.  Familiarity with a trouble ticket system such as HEAT, Remedy, or similar tool.  Expert knowledge of Symantec Ghost or similar imaging tool.  Experience with TCP/IP, WINS, and DNS.  Knowledge of Citrix a plus.  Must have solid relationship and performance management skills.  Able to motivate and direct staff members and subordinates.  Able to effectively prioritize and execute tasks in a high-pressure environment.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.