AceInfo Solutions, Inc.

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IT Help Desk Specialist III

IT Help Desk Specialist III

Job Location 
Regular Full-Time
Position Duration 

More information about this job


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 Help Desk III to support our federal project in Washington, DC. 



Position Description:

We are looking for an enthusiastic and energetic person to provide Help Desk support services for the IT Division of this Federal agency. 



  • Resolving escalated service calls from the Help Desk
  • Identification, isolation and resolution of issues that include VPN, Application, Telecommunication, VTC, hardware, and basic networking support
  • Independentaly decide what issues need to be escalated and determine the correct parties for the escalation
  • Customer service is the primary focus 
  • Additional duties could include moving computers and workstations, tracking IT assets, assisting with the recording of data into spreadsheets, and other duties as needed
  • There is opportunity for limited travel and occasional telework.



  • At least 5 years of experience in a Help Desk role.
  • The skills required for this position include exceptional customer service, conflict resolution, and Tier three IT knowledge. 
  • This is a support and troubleshooting role.  IT support skills needed include remote troubleshooting, understanding of VPN services, printing services, basic LAN, Office and Exchange (Outlook) support and  to assist customers with IT functions and needs
  • Possess a high level of independent decision making ability
  • Excellent communications skills and a high level of professionalism are required
  • Any of the following certifications would be helpful, but not required: ITIL foundations, A+, Network+, Security +, CCNA


Additional Requirement:


U.S. Citizen is required for the position. Candidate must possess a Secret clearance and successfully pass a Federal Background Investigation. 



Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.