Technical Service Desk Specialist

4 days ago

Washington, Washington, D.C., United States The ACI Group, Inc. Full time
Key Responsibilities
As a Technical Service Desk Specialist at The ACI Group, Inc., you will be responsible for:
  • Leading the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for our clients.
  • Oversighting the response to service requests via telephone, email, voicemail, and direct walk-ups.
  • Troubleshooting a variety of technologies, including Windows and Apple OS, Microsoft Office, Adobe products, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions.
  • Managing and supporting a range of devices, such as desktop computers, laptops, tablets, smartphones, printers, scanners, and other peripherals.
  • Ensuring the Help Desk team adheres to Information Security and Privacy Awareness training and complies with USGCB and DISA STIGS standards.
  • Utilizing and maintaining the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution.
  • Coordinating hardware moves, setups, and presentation support.
  • Providing guidance and training to team members and users on various applications and systems.
  • Collaborating with the client's OITM and other teams to maintain, update, and enhance IT services and processes.
  • Monitoring and reporting on service desk performance, identifying areas for improvement and implementing strategies to enhance service delivery.


A competitive salary of $70,000-$90,000 per year, commensurate with experience, is offered for this position. We also provide a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

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