Enterprise IT Support Officer; EITSO

Acclaim Technical Services, founded in 2000, is a leading language, operations, and technology 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, and we see this as a significant strength. ATS is consistently ranked as a top workplace among DC area firms and continues to grow.

We are currently recruiting for an Enterprise IT Support Officer (EITSO) with a current TS/SCI w/ poly to support a contract located in Chantilly, VA.

In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution of all incoming incidents, requests, and demands. You and your team will provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, performing problem recognition, research, isolation, resolution, and follow‑up steps.

• 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.
• Answering questions regarding system procedures, online transactions, system status, and downtime procedures.
• Collaborating with network services, software systems engineering, and/or application development to restore service and/or identify problems.
• Performing special non‑commercial systems administrator activities (access management/file transfer) may be required.
• The team provides 24x7 support, including holidays.

• Resolving technical problems and answering queries by telephone or self‑service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.
• 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.

• Related work experience in a technical help desk position.
• Special non‑commercial systems administrator experience (access management/file transfer).
• Experience with Service Now ITSM & ITBM.
• 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.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

Pay Range:
There are many factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employee owners value the flexibility at ATS that allows them to balance quality work and their personal lives. We offer competitive compensation, career growth, benefits and learning and development opportunities.

Our broad mix of exceptional benefits options is designed to support and protect employees and their families. At ATS, you will be eligible to participate in a comprehensive benefits package such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here Employee Resources.

Equal Employment Opportunity / Affiantive 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, age, religion/creed, hairstyles and hair textures, handicap/ disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by applicable law. 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.