Incident Technician

Acclaim Technical Services,founded in 2000, is a leading cyber operations, intelligence solutions and operations, network infrastructure, engineering and business enablement and enterprise operations 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 recruiting foran Incident Technician witha current TS/SCI w/ Polytosupport our Network Solutions Division, based in Northern Virgina.

Responsibilities include, but are not limited to:

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.

• Support installation, configuration, relocation, and documentation of desktop IT equipment-including workstations, peripherals, phones, AV components, and network devices.

• Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services,determiningroot causes, andmaintainingaccuratelogs, records, and status reports.

• Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.

• Local travel will be berequiredbetween customer buildings.

Work required shift from 6:00 AM to 2:30 PM as part of a coverage teamoperatingbetween 6:00 AM and 6:00 PM. Shift may need to flex given requirements. 6 years of experience, an Associate's Degree with 4 years of experience, or aBachelor's Degree with 2 years of experience.

Minimum Qualifications:

• Experience providing technical support in a help desk, service desk, installation, or incident management role.

• Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.

• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.

• Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.

• Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.

Preferred Qualifications:

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.

• Experience ina technical help desk position and IT hardware/cabling installation.

• Experience with enterprise ticketing systems (Service Now ITSM/ITOM, Remedy, Jira Service Management).

• Strong problem-solving, communication, and customer service skills.

• Ability to quickly adapt to evolving tasks and mission requirements.

Clearance Requirements:

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements:

• Ability to remain stationary up to 50% of the time.

• Ability to move throughout buildings, access under desks, raised floors, and confined spaces.

• Ability to lift and move IT/AV equipment weighing 50+ pounds (team lifts or carts as needed).

• Must be able to ascend/descend ladders 10+ feet while pulling cables or adjusting equipment.

• Ability tooperatecomputers, phones, and standard office equipment for extended periods.

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…