AceInfo Solutions, Inc.

  • Service Desk Engineer

    Job Location
    US-CO-Fort Collins
    Regular Full-Time
    Ability to successful pass a Background Investigation by the Federal Government
  • Overview

    AceInfo is currently seeking aService Desk Engineer to support our federal project, in Fort Collins, CO. Candidate must have the ability to obtain a Public Trust from the Federal Government.  


    Project Overview: 


    The Program  provides a full spectrum of innovative business and professional services for developing, maintaining and supporting enterprise-class business applications to federal and non-federal agencies.



    • Document, troubleshoot and resolve customer requests via phone, email, ticketing system
    • Must be able to critically analyze, triage and resolve incidents, problems and requests
    • Must be able to understand technical end user problems and provide clear and timely resolutions
    • Build and utilize decision trees to evaluate and elevate issues to internal teams
    • Update knowledge base to ensure procedures and known fixes are up-to-date
    • Ensure SLA’s are met
    • Work with engineering and operations to prepare for releases and create scripts/documentation for customer support
    • Gather and supply feedback from customers in a useable format to product teams
    • Manage and utilize monitoring dashboards to ensure system health
    • Report incidents and problems to appropriate teams and communicate effectively through product management to the customer
    • Create and manage customer-wide communication
    • Assess system and product metrics on a routine basis and product reports for management
    • Provide training and demos related to new processes or technologies


    • Experience working with or as a service/help desk engineer
    • General understanding of web technologies
    • General understanding of networking, monitoring and system health
    • Customer service oriented
    • Experience and/or certifications with ITIL
    • Experience with JIRA, Remedy preferred
    • Experience with Zabbix or similar monitoring tools
    • Experience building and managing dashboards for an operational command center, a plus
    • Experience with JIRA Service Desk is a plus
    • Must be able to manage work across multiple projects, concurrently
    • Excellent communication skills
    • Track record of working across multiple teams to resolve issues
    • Able to prioritize work to meet deadlines
    • Adaptable, dependable and independent
    • Linux and Windows system troubleshooting
    • Comfortable with shell scripting and command line
    • Experience with Java on the client and server side, related to problem resolution
    • Experience with Business Intelligence tools, a plus

    Educational Qualifications

    • 2+ years’ professional work experience and high school diploma.  IT related position preferred.
    • Bachelors or Associate degree in engineering or IT related field is preferred



    Additional Information:

    • Ability to attain Federal Government Position of Trust 


    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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