Job 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.
Numbers & Facts
| Location | Washington, DC |
| Industry | Computer/IT Services |
| Company Size | 100 to 499 employees |
| Year Founded | 1983 |
| Website | http://www.aac.com/ |
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.
Skills
- Administrative Skillsunmatched
- Androidunmatched
- Appleunmatched
- Apple Macsunmatched
- Business Analysisunmatched
- Business Solutionsunmatched
- Call Centersunmatched
- Cisco Network Systemsunmatched
- Commercial Off-the-Shelf (COTS)unmatched
- Communication Skillsunmatched
- Customer Support/Serviceunmatched
- Hardware Administrationunmatched
- Knowledge Management Systemsunmatched
- Lift/Move 50 Poundsunmatched
- Mac Operating Systemunmatched
- Manufacturing Data Managementunmatched
- Microsoft Active Directoryunmatched
- Microsoft Exchange Serverunmatched
- Microsoft Officeunmatched
- Microsoft SharePointunmatched
- Microsoft Windows Operating Systemunmatched
- Mobile Devicesunmatched
- Mobile Operating Systemunmatched
- On Site Supportunmatched
- Operating Systemsunmatched
- PC Softwareunmatched
- People Managementunmatched
- Peripheral Hardwareunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- RSA SecurIDunmatched
- Remedyunmatched
- Remote Accessunmatched
- Resolve Customer Issuesunmatched
- Smartphonesunmatched
- Software Administrationunmatched
- Systems Analysisunmatched
- TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
- Technical Supportunmatched
- Time Managementunmatched
- User Account Administrationunmatched
- VPN (Virtual Private Network)unmatched
- iOSunmatched
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