Service Desk Technician (Tier 2)

AAC Inc

Washington, DC
12 days ago

Highlights

This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices. Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment.

Numbers & Facts

Location	Washington, DC
Industry	Computer/IT Services
Company Size	100 to 499 employees
Year Founded	1983
Website	http://www.aac.com/

Description

Tier 1 Technology Support Services

Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

All minimum requirements are required and must be stated in resume for eligibility and consideration.

General Responsibilities:

Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
Ability to operate effectively in a fast-paced environment and meet tight deadlines.
Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
One (1) year minimum experience supporting: macOS
One (1) year minimum experience supporting: Remote access tools (e.g., Cisco AnyConnect)
One (1) year minimum experience supporting: VPN and secure remote connectivity (RSA SecurID experience preferred)
Three (3) years minimum experience in:
IT Call Center environments
Active Directory user and account administration
Supporting Microsoft Windows 10 and Office 365 applications.
Supporting mobile operating systems (iOS, Android)
Supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online.
Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (e.g., BMC Helix/Remedy).
Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
Five (5) years of Active Directory user and account administration.
Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
Three (3) years of experience supporting clients using remote access software.
Three (3) years of experience supporting remote connectivity (VPN).
Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
Tier 3 contractors shall also have advanced PowerShell and Power BI skills.

About Company

AAC is a leading IT service management firm specializing in enterprise-level solutions for the federal government. Since 1983, we have helped federal agencies move closer to their goals—from delivering public services to defending national interests. Combining mission-driven IT solutions and lasting partnership, we help our customers transform and modernize their infrastructures, work more effectively, and achieve their missions.