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 supportProviding 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

Equal Employment Opportunity / Affirmative Action

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, gender identity, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by federal, state or local law. It is the policy of ATS not merely to refrain from employment discrimination as required by the various federal, state, and local enactments, but to take positive affirmative action to realize for women, people of color, individuals with disabilities and protected veterans full equal employment opportunity. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.