AceInfo Solutions, Inc.

Site Lead - End User Support Lead

US-DC-Washington
Type
Regular Full-Time
Clearance
Public Trust Or ability to obtain a Public Trust

Overview

Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.

 

AceInfo is currently seeking a Site Lead - End User Support Lead to support our upcoming federal project, in. Washington, DC.

 

 

Overview:

 

The Program will provide End User Support and strategic Division Level Support for the Technical Support Division, for numerous Federal Agencies and Groups. These efforts will aid in providing overall project management support, coordination, and outreach/communication between the Technical Support Division (TSD) Division level management and TSD employees as well as other Client Technology Services (CTS) Divisions and Customers. The staff will effectively administer, manage, and perform duties and responsibilities as required by the Government. The staff will be performing work as required to accomplish IT End User Services and Support. The staff is responsible for all applicable directives, orders, regulations, specifications, etc. provided by the Government in support; and will be principally performed at locations in the following Geographic Site Locations; St. Louis, MO; Kansas City, MO; Beltsville, MD; Washington, DC and Ft. Collins, CO.

Responsibilities

  • Determine and implement workstation hardware and software configurations based upon user requirements, and document this information in the automated tracking system daily
  • Document service desk problem resolution procedures used by the IT Technician staff to resolve service request calls. These procedures will clearly and concisely identify the process for resolving service request calls that are resolved at the service desk area by the IT Technician staff
  • Analyze, research, test, and implement IT solutions for Services Requests received via the electronic Service Desk Ticketing System from the COR or a designated representative
  • Record the results of the analysis, research, testing and the proposed implementation plan into the Service Desk Ticketing System, I.E., Remedy

Will perform the following:

  • PC’s, printers, or other hardware
  • Install/reinstall COTS and/or in-house developed application software
  • Optimize and configure PC operating system software and hardware
  • Provide formal and informal training to users
  • Provide user assistance in operation of hardware and software
  • Perform hardware and software technical research
  • Document analysis and findings

Qualifications

  • Bachelor’s degree in IT related field
  • 6+ years of End User Support, Helpdesk Support and Remote support
  • Experience in managing end user support issues
  • Expert with Windows client operating systems (i.e. Windows 7, Windows 10)
  • Experience in managing and performing support of end user hardware, software and technologies
  • Experience with direct end user customer service and interaction
  • Experience reviewing ticket data and identifying trends for corrective action
  • Experience working with enterprise IT ticketing tool, preferably with Remedy
  • Experience working in IT support federal contracting environment
  • Experience supervising professionals who are located remotely across the country
  • Good analytical and problem solving skills
  • Good organization and time management skills
  • Experience with Video Teleconferencing and Share End User Device implementations

Technial Skills Required/Technologies:

Hardware: Below are some examples of supported hardware, this list is non-inclusive:

  • Virtual Computers, IE: Thin Client Hardware and Virtual Desktop Devices
  • Blade Server enclosures and Tower Servers
  • Tape Library Backup Systems and other Data archive/storage hardware such as arrays
  • Desktop Computers
  • Tablets and Small form factor Surface Computers
  • Laptop Computers
  • Macintosh Computers
  • Macintosh Laptops
  • Wide Area Network Accelerators
  • Switches, Hubs, Wireless Access Points and related Network Connectivity Hardware
  • Rack Mounted and Standalone UPS Systems
  • Cell Phones, Mobility Devices and Smart Phones
  • Voice Over IP Handsets including Teleconference form factor phones
  • Printers, Scanners, Plotters and Fax Machine Hardware
  • VTC – Virtual Teleconference Systems
  • Smart Boards, Monitors, LCD Panels and other Digital Display Board
  • Other miscellaneous hardware

 

Software: Below are some examples of supported software types, this list is non-inclusive:

  • Microsoft Windows, Server Platforms
  • Microsoft Windows, Desktop/Laptop/Tablet Platforms
  • Macintosh OS, MAC Desktop/Laptop/Tablet Platforms
  • Microsoft Office Suites
  • Microsoft Active Directory
  • Microsoft Office 365 Suite
  • Microsoft One Drive
  • Microsoft Systems Center Configuration Manager (SCCM)
  • Mozilla Firefox
  • Google Chrome
  • Adobe Suites
  • Secure network workstation connectivity clients
  • Soft Phones such as Microsoft Lync, Skype, Cisco Jabber, etc.
  • BMC Remedy Service Desk
  • VPN Remote Access productivity applications
  • Virtual Computer Management, Remote Assistance Technologies
  • Database Management System software
  • Data Encryption
  • Collaboration Software for Meeting Spaces
  • Smart Board applications for workstations
  • ActivClient and other cart card software that supports PIV authentication
  • Other miscellaneous software applications
  • Twin Factor Authentication Support: Supports Customer’s compliance to the Federal PIV/HSPD12/Twin-Factor initiatives by providing technical support and analytics of above mentioned, but not limited to, operating systems, software and hardware

 

Additional Information:

  • Candidate must have an Active Public Trust or the ability to obtain a Public Trust from the Federal Government

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