Abacus Technology IT Coordinator in Essex, Vermont

The Abacus Team is seeking IT Coordinators to support IT service delivery to users located at government Service Centers. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). These are full-time positions.

Serve as liaison between mission users and IT service provider staff to ensure mission user IT needs and issues are addressed. Specific responsibilities include:

  • Function as user advocate and interface for request and delivery of IT services to Service Center users

  • Build and manage customer relationships to identify opportunities for enhanced or new IT services and delivery methods in support of Service Center mission

  • Resolve issues with service delivery (complaints, ticket response, etc.)

  • Coordinate and communicate scheduled outages with Service Center users

  • Assist with field service support requirements as needed

Education:

High school Diploma or GED equivalent required; Associates Degree desired.

Experience and Skills:

At least 3 years of experience working in an IT service delivery function (e.g., service desk) with at least 1 year of experience providing direct customer relationship management, liaison, or coordination service. Extensive experience working in a team-oriented, collaborative environment. Outstanding customer service and analytical skills, as well as excellent communications skills (verbal and written). Musts have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Prior experience with USCIS preferred.

Desired certifications include ITIL v3 Foundations or HDI, and CompTIA A+.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.

EOE/M/F/Vet/Disabled

ID: 2018-3368

External Company Name: Abacus Technology

External Company URL: www.abacustech.com