Technical Support Specialist

As a Technical Support Specialist at Abacus Technology, your main responsibilities include providing desk-side and remote support for MS Windows operating systems, Active Directory, and addressing Microsoft Exchange issues. You'll manage daily network operations, operate the ServiceNOW service desk, assist with patch management, deploy system images, and ensure that desktop hardware and software are well maintained. Your role is crucial in supporting a smooth technology experience for end-users in our dynamic work environment.

To excel as a Technical Support Specialist at Abacus Technology, you should have at least 5 years of experience in desktop support or system administration within enterprise-level environments. Familiarity with MS Windows 10/11 is essential, along with knowledge of Microsoft back office technologies like Exchange and Active Directory. Certifications such as Microsoft, VMware, or CompTIA are highly desirable, and experience supporting government contracting programs is a plus. Additionally, your strong customer service skills and ability to interact with various levels of the organization are vital for success.

For the Technical Support Specialist role at Abacus Technology, key technical skills include extensive knowledge of MS Windows operating systems, particularly versions 10 and 11, as well as proficiency in using Active Directory and Microsoft Exchange. Familiarity with DNS, DHCP, and cloud technology is beneficial. A solid understanding of desktop hardware and software troubleshooting, along with experience using tools like ServiceNOW, will also be critical in ensuring you can effectively support our users and enhance their experience.

Working as a Technical Support Specialist at Abacus Technology means being part of a collaborative and supportive team environment in Chevy Chase. You'll engage with colleagues at all levels, ensuring clear communication and exceptional customer service. Your daily interactions will involve troubleshooting technical issues and maintaining a smooth operation of various technologies, making it a gratifying job where your input is valued and directly contributes to the success of our organization.

To apply for the Technical Support Specialist position at Abacus Technology, visit our careers page for complete information. You'll submit your resume along with a cover letter detailing your relevant experience and skills. The application process may include an initial screening and multiple interview rounds where you will have the opportunity to showcase your technical expertise and alignment with our company values. We value diversity and encourage candidates from all backgrounds to apply.

In your response, highlight specific versions you’ve worked with, such as Windows 10 and 11. Discuss any troubleshooting experiences, how you resolved issues, and emphasize your familiarity with desktop configurations and settings to show your depth of knowledge.

Share your experience with creating, modifying, and deleting user accounts in Active Directory. Discuss how you handle password resets, manage access permissions, and any troubleshooting steps you've taken to resolve issues. Providing examples illustrates your practical skills.

Prepare a specific example of a challenging technical problem you encountered, outlining the steps you took to diagnose the issue, the solutions you considered, and the final resolution. This demonstrates your analytical skills and perseverance.

Discuss your approach to customer service, emphasizing the importance of communication, understanding user needs, and keeping users informed throughout the troubleshooting process. Share examples where you exceeded user expectations.

Talk about your experience using ServiceNOW, specifically how you utilized it to log support tickets, manage workflows, and follow up with users. Emphasize your familiarity with various functionalities that enhance service delivery.

Mention relevant blogs, forums, or training programs you participate in, along with any industry certifications you're pursuing. This shows your commitment to continuous learning and staying abreast of technological advancements.

Explain your process from preparation, testing the image for compatibility, to deploying it across user endpoints. Highlight any tools you use and the importance of documenting the deployment process for future reference.

Provide an example illustrating your experience with compliance, security protocols, and specific technologies relevant to government contracts. Emphasize your ability to meet high standards and navigate complex environments.

Talk about your systematic approach to ensuring patches are applied timely, including testing protocols, ensuring compatibility, and documenting changes for transparency. This reflects your methodical process and professionalism.

Discuss specific instances of dealing with connectivity issues. Explain how you diagnosed the problems, the tools you used, and the resolution strategies that led to successful outcomes.