Technical Support Analyst, Staff (2024-0139)

Acclaim Technical Services, founded in 2000, is a leading language and intelligence services company supporting a wide range of U.S. Federal agencies. We are an Employee Stock Ownership Plan (ESOP) company, which is uncommon within our business sector. We see this as a significant strength, and it shows: ATS is consistently ranked as a top workplace among DC area firms and continues to grow.

We are actively hiring a Technical Support Analyst, Staff with TS/SCI clearance and polygraph to join our Mission Technology Division working in McLean, VA. Seeking a motivated, career and customer-oriented Enterprise IT Support Officers (EITSO) to serve on a team of IT support professionals responsible for remote incident response. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0-2, which includes problem recognition, research, isolation, resolution, and follow-up steps.

RESPONSIBILITIES

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands
• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support
• Providing basic user training in support of off-the-shelf applications and office products Performing remote desktop triage and system repair using remote tools.
• Maintaining and updating records and tracking databases
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
• Using best practices and knowledge of internal or external business issues to improve products or services
• Meeting contractual performance criteria
• Special non-commercial systems administrator activities (access management/file transfer) may be required

REQUIRED EDUCATION & EXPERIENCE

• Must possess an active TS/SCI clearance with polygraph.
• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to embrace diverse technical disciplines and excellent customer service skills
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job
• Attention to detail, leadership, and collaborative and independent work process
• Demonstrated problem solving and technical skills to resolve critical IT issues.
• Expertise, training, and actual work experience with customer specific, systems and technologies.
• Must be a self-starter, work independently, and work with a clear and defined mission.
• Must demonstrate ability to thrive and succeed in a challenging environment.
• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment
• Knowledge of Windows Active Directory
• Knowledge of multiple desktop programs, configuration and debugging techniques
• Experience with TCP/IP and general networking issues
• Experience with virus scanning services; Desktop, stand-alone and laptop computing services
• Experience with servers, printers, and peripheral devices
• AA/AS and 4 years of experiences, BA/BS and 2 years of experiences, or a combination of education and work experience equivalent to 6 years. 4 additional years of experience may be substituted for a degree.
• Physical Requirements: Must be able to remain in a stationary position at least 50% of the time.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

PREFFERD SKILLS:

• Related work experience in a technical help desk position
• Special non-commercial systems administrator experience (access management/file transfer) IAT Level II certification.
• Experience with ServiceNow ITSM & ITBM.
• Prior experience managing projects from low-mid complexity.
• ITIL® v4 Foundation, or higher, certification