Technical Support Analyst

3 weeks ago


Bloomington, Illinois, United States Acclaim Technical Services Full time

Technical Support Role Overview

Acclaim Technical Services is a leading language and intelligence services company supporting a wide range of U.S. Federal agencies. We are committed to a program of equal employment opportunity and affirmative action.

We see our Employee Stock Ownership Plan (ESOP) as a significant strength, which shows in our ranking as a top workplace among DC area firms and our continued growth.

We are seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to join our Mission Technology Division in McLean, VA.

As an EITSO, you will use ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

You will analyze, troubleshoot, design, and implement fixes with minimal escalation to Tier 3 support, and provide basic user training in support of off-the-shelf applications and office products.

You will also maintain and update records and tracking databases, and answer questions regarding system procedures, online transactions, systems status, and downtime procedures.

Key Responsibilities:

  1. Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
  2. Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support.
  3. Providing basic user training in support of off-the-shelf applications and office products.
  4. Maintaining and updating records and tracking databases.
  5. Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

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.


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