Technical Support Specialist

6 days ago

Bloomington, Illinois, United States Acclaim Technical Services Full time
Job Title: Technical Support Analyst, Staff

Acclaim Technical Services, a leading language and intelligence services company, is seeking a highly motivated and customer-oriented Technical Support Analyst, Staff to join our Mission Technology Division in McLean, VA.

Job Summary:

We are looking for a skilled and experienced Technical Support Analyst, Staff to provide daily support to our IT infrastructure and mission applications. The successful candidate will use ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands.

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
  • 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
Requirements:
  • 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 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
Preferred 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:

Acclaim Technical Services 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.

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