Service Desk Technician I

Job Description

Job Description

Job Description

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 first 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.

Responsibilities:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

• High School Diploma or equivalent 
• CompTIA A+ or Net+ is required to begin working - We can help you achieve this
• Excellent use of the English language both verbal and written
• Ability to communicate clearly with non-technical users
• Ability to work independently in an on-site setting

Security Clearance / Background Check:

• Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you
• Must be able to pass standard background check and drug screening

• Minimum of 1 year of hands-on IT support experience in a desktop or field service environment
• Strong troubleshooting skills in a Windows environments
• Experience supporting hardware, software, and peripheral equipment

Hours:   This is a 24/7/365 operation; candidates must be willing to work rotating shifts.

Why Choose Abacus Solutions Group

Abacus Solutions Group is a mission-ready partner built from the ground up to support government work that demands precision, trust, and results. Our team understands the challenges that federal agencies face, because many of us have lived them firsthand. 

Veteran-Owned and Mission-Aligned

Abacus was founded by a service-disabled Army officer with a deep understanding of what it means to serve. That experience shapes everything we do. We share in the commitment to national security, public service, and operational excellence. We bring military discipline, clear communication, and purpose-driven execution to every engagement.

Compliance Without Compromise

We build every system, process, and policy with compliance in mind from day one. Whether it's federal IT standards, cybersecurity frameworks, or personnel clearances, we deliver work that stands up to scrutiny. Our clients trust us because we meet the letter and intent of the law, without cutting corners.

We Fix What’s Broken

Government agencies often struggle with outdated systems, hard-to-fill roles, and tangled operations. This is where Abacus Solutions Group thrives. We specialize in bringing clarity to complexity. We show up ready to solve problems and keep programs moving forward, like overhauling legacy infrastructure, placing hard-to-find cleared talent, and tightening security policy,

Faith-Guided Values

Our work is driven by more than just contracts and deadlines. As a company rooted in faith, we operate with a commitment to stewardship, honesty, and doing the right thing—even when no one is watching. That sense of responsibility shapes our culture, our leadership, and the way we treat our clients and employees.

When you choose Abacus, you're choosing a team that delivers on its promises, puts mission first, and never loses sight of the bigger picture. We’re here to serve it the federal space