Provide 24x7x365 phone, email and in-person customer support to users in the areas of email, standard Windows desktop applications and customized applications. Perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications. Escalate unresolved problems to expedite resolution. This position is full-time on-site and is deemed essential personnel.

The shift schedule for this role is Sat-Wed 12:00AM-8:30AM.

Experience monitoring network and datacenter to ensure functionality and availability is required

Required Experience

· Requires a high school diploma/GED and a minimum of 3 years of IT experience, of which at least two years must be specialized in Service Center or Desktop Support.

· Specialized experience includes support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (e.g., Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.

· ITSM ticketing system experience, Remedy, or ServiceNow experience is required.

· Experience in network and datacenter monitoring is a plus.

· Must have a positive and patient customer service attitude.

· Demonstrated ability to effectively communicate orally and in writing.

· Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

· A+, HDI, Microsoft Endpoint Administrator or other relevant certifications are a plus.

· Must be able to obtain agency suitability clearance.

Job Type: Full-time

Pay: $55,000.00 - $62,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Night shift

Application Question(s):

The role will require a public trust investigation and requires U.S. citizenship to be eligible. Are you a U.S. citizen?

Ability to Commute:

Bethesda, MD 20894 (Required)

Work Location: In person

AAC Inc.

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