Service Desk Technician (Tier 1)

Job Description

Job Description

Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.

Required Experience :

· Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

· Required experience includes support of standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), Active Directory, and work on a service desk.

· Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.

· Must have foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.

· ITSM ticketing system experience required, BMC Helix experience is preferred.

· Ability to communicate orally and in writing.

· Must have a positive and patient customer service attitude.

· Must be able to work independently and within a team in a fast-paced environment.

· Must be able to attain agency suitability clearance prior to start date.

· Experience supporting a mid-sized Federal agency enterprise is a plus.

· Relevant certifications such as A+, HDI, ITIL 4, and M365 are preferred, but not required.

AAC Inc. is a veteran owned company and was founded in 1983 in Vienna, VA. AAC Inc has 100 total employees at client sites across the U.S.. Since 1983, AAC has assisted our customers to transform and modernize their enterprise architecture, processes, applications, and infrastructure, with the focus on Cloud, Cyber, Enterprise IT, Systems Engineering and United Communication Services. Our mission remains to provide innovative and cost-effective technology-based solutions to meet our customer’s mission and business requirements. Our ability to deliver across the full scope of requirements, both operationally and strategically has set us apart from our competitors as we are able to balance risk against the right solutions.

Company Description

AAC Inc. is a veteran owned company and was founded in 1983 in Vienna, VA. AAC Inc has 100 total employees at client sites across the U.S.. Since 1983, AAC has assisted our customers to transform and modernize their enterprise architecture, processes, applications, and infrastructure, with the focus on Cloud, Cyber, Enterprise IT, Systems Engineering and United Communication Services. Our mission remains to provide innovative and cost-effective technology-based solutions to meet our customer’s mission and business requirements. Our ability to deliver across the full scope of requirements, both operationally and strategically has set us apart from our competitors as we are able to balance risk against the right solutions.