AceInfo Solutions, Inc.

  • IT Help Desk Specialist

    Job Location
    Regular Full-Time
    Ability to successfully pass a Federal Background Investigation
  • Overview

    AceInfo is currently seeking a Help Desk Specialist to support our federal project, in Arlington, VA.  The hours for the position are 8:00 am to 5:00 pm. There are no night, weekend, or on-call responsibilities. The facility is located very close to the Pentagon City Metro station 



    Position Description:


    Provides Tier I and Tier II support in a Help Desk environment for multiple government IT systems. Answers phone calls and emails from various government and industry stakeholders. Advises industry users on how to use the applications to meet mandated regulatory requirements. Successful candidate will serve as a subject matter expert to various government IT program and project managers and users with regards to the supported IT applications.


    The selected candidate will provide live trouble shooting to users over the phone on a wide variety of technical issues. You will devise and oversee workarounds for multiple systems when they experience partial or full outages. Escalates trouble tickets to Tier II and Tier III when needed. Tracks ongoing issues and communicates with stakeholder groups regarding system problems and outages.


    As subject matter experts you will be involved in all system lifecycle activities including requirements planning, needs analysis, and pre-production software testing. You will also be involved in user training sessions when new user populations are on boarded or new functionalities are developed. Successful candidate will also be part of a team that devises and develops user guides and other training and informational system materials. 



    • Attends program meetings, policy meetings, project meetings, and help desk meetings
    • Conduct user acceptance testing of the IT systems, conduct user training sessions, and provides application demonstrations upon request.
    • Always be prepared to answer questions pertaining to the sustainment of the IT systems they support and present their findings and research results to the COR as requested.
    • Provides support services to maintain, sustain and enhance the IT Programs and web applications.
    • Serve as the liaison with industry users, assisting them with access to the databases, passwords, user guides and system IT related questions.  This industry user group is very large and comprised of different groups who use the supply chain as their primary means of transporting goods.  The total population our Help Desk support is well over 1 million users.


    At least 2 years of Helpdesk experience is required; all above referenced proprietary systems will include on the job training for their specific support requirements.


    Additional Requirement:

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


    Company Information

    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 race, color, religion, gender, sexual orientation, gender identity, disability or veteran status.


    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.


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