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Help Desk Technician

ACI Federal™ | Posted 2-05-2021

Laurel (Call Center and Help Desk)


** Candidate must be able to obtain and maintain a Secret Security Clearance. ** Please click on this link if you have any questions on how to obtain a clearance:
Job Responsibilities:

  • Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk;
  • Create, maintain, and modify user accounts for network and business applications;
  • Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
  • Solve problems using documented processes where available and best practices where not.
  • Assist teams with incident response support and be involved in the development and presentation of training sessions;
  • Provide appropriate documentation on services provided and status updates as needed.


Basic Hiring Criteria:

  • Possess a Bachelor's degree or at least 4 years of recent IT-related work experience;
  • Have the ability to troubleshoot and resolve technical problems for clients; to independently resolve widely varying problems using current job knowledge and using research and external resources;
  • Have hardware, software, and networking troubleshooting experience - hardware experience must include desktops, laptops, mobile devices, and printers; software experience includes Windows and Microsoft Office; networking experience to include understanding TCP/IP and DNS, Active Directory, and Exchange
  • Are an excellent communicator, are highly motivated, and have excellent customer services skills with the ability to interface with all levels of staff;
  • Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods and troubleshoot problems over the phone during the assigned work hours;
  • Are able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.


Desired Qualifications:

  • Possess a Bachelor's degree in an IT-related field
  • Have 2+ years' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
  • Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
  • Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.