Customer Support Representative Level (CSR) / Help Desk Level III

Ace Info Solutions, Inc. (AceInfo) is a mid-size federal contracting firm with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, and employs over 550 professionals. We have a deep commitment to ensuring quality and customer satisfaction with a mature corporate infrastructure, strong management and quality practices. 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.
AceInfo does provide relocation for internal employees and external candidates, within 50 miles (minimum) of work location.
AceInfo is currently seeking a Customer Support Representative - Level III / Help Desk to support our federal project, in Arlington, VA
Project Overview:
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution
Position Description:
Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment
+ Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
+ Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
+ Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues
+ Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request
+ Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team
+ Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction
+ Requires experience and knowledge of installation, configuration, and troubleshooting of computers
+ Experience and knowledge of help desk call tracking management system
+ Requires strong communication and excellent customer service skills
+ Trained and certified in automated help desk management systems is desired
+ Must have an active, current Top Secret Clearance.
+ Must have held a SCI clearance with the last two years.
+ Must be eligible for SCI access.
+ CompTIA A+CE, Security+CE or Network+CE or higher DOD8570.01M Security Certification
Additional Information:
+ Experience using IT Service Management (BMC ITSM) is a plus
+ Windows 7 Operating Systems Certified is a plus
AceInfo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. 975aa83af557490bb4e0407ce94a4628

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