We have an outstanding position for an IT Help Desk Technician to join a leading Company located in the Laurel, MD surrounding area.

** US Citizenship Required **

*** Secret Security Clearance Required ***

** Candidate Must Live In Or Near Laurel, MD - Position Is Onsite **

Who Are We?

ACI Federal™ is an award winning, CMMI Dev Appraised, ISO 9001:2015 (QMS) Certified, ISO/IEC 20001:2011 (ITIL) Certified, ISO/IEC 27001:2013 (IA) Certified, and Joint Commission (JCA) Certified GovCon, focused on our Nations’ Information Technology, Healthcare, and National Security Initiatives.

Our Nationwide Footprint has stretched to over 30 States, while successfully maintaining a 98% customer satisfaction in program management, cost efficiency, and quality of work – “Open Ratings 2020″.

Team ACI Federal has had decades of focused tradition on providing quality and efficient solutions which have successfully enabled our customers to meet their target milestones, while substantially lowering the overall cost to the respective agencies. We have been successful in satisfying our clients by exceeding their expectations of quality and delivering hundreds of projects below cost and ahead of expectation.

Our 97% year over year customer retention, coupled with the 94% employee retention, has created a unique value-add, elevating ACI Federal™ to the top tier of GovCon Companies in our Nation. We adhere to the highest workplace standards and maintain the greatest regard for business ethics, integrity, quality, and values.

We incorporate a proprietary PMO Platform, inclusive of our ISO/IEC 27001:2013 (IA) CMMI Dev, ISO 20000-1:2011 (ITIL), and ISO 9001:2015 (QMS) certified processes into all projects.

Team ACI Federal has decades of GovCon expertise, with a proven track record to solve THE most complex mission critical challenges. “ACI Federal Is The Go To Company For Today’s National Security, Healthcare, and Information Technology Initiatives.”

We are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university-affiliated research center. You will be working with engineers, scientists, and business professionals that are addressing critical challenges of our nation. We are ranked as one of Computerworld's Top Places to Work in IT for the last three years and want to add bright, dedicated, hardworking technicians to our team.

Responsibilities:

• Your primary responsibility will be to provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk
• You will create, maintain, and modify user accounts for network and business applications
• You will research, analyze, and diagnose problems with client systems, including hardware and software, servers, peripheral equipment, and networks
• You will solve problems using documented processes where available and best practices where not
• You will assist teams with incident response support and be involved in the development and presentation of training sessions
• You will provide appropriate documentation on services provided and status updates as needed

Basic Hiring Criteria:

• Bachelor's degree or at least 4 years of recent IT related work experience

Desired Qualifications:

• Bachelor's degree in an IT-related field
• Have 2 years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
• Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
• Possess any of the following certifications: ITIL, A , Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst
• Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research, and external resources
• Have hardware, software, and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices, and printers software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory, and Exchange
• Are an excellent communicator, are highly motivated, and have excellent customer services skills with the ability to interface with all levels of staff
• Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshooting problems over the phone during the assigned work hours

*** Please Note: This particular client is requiring that all new hires show proof of vaccination. ***

ACI Federal is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.