Overview

Acuity, Inc. is seeking an enthusiastic, motivated, and driven professional to fill the role of Technical Support Specialist. We are looking to hire the best and brightest IT professional to further assist and support our growth. The ideal candidate will not only fulfill assigned tasks but remain proactive when tasks are completed. We require a professional presence when engaging co-workers, staff, and guests of Acuity while working in our Reston, VA office. Candidates must reside in the DMV area. 

Responsibilities

The role can be performed primarily remotely but will require in-person attendance at Acuity HQ as determined by the supervisor. The primary responsibilities of the Technical Support Specialist include:

User Support:

• Respond promptly and courteously to user inquiries and technical issues via phone, email, chat, or in-person.
• Clearly and effectively communicate technical information to non-technical users.
• Ensure the quality of support services by adhering to Acuity and/or industry standard policies, procedures, and guidelines.
• Collaborate with other stakeholders to resolve complex issues.

 Troubleshooting and Problem Resolution:

• Identify, diagnose, and address hardware, software, or network problems, not limited to laptops, printers, or network equipment.
• Analyze and resolve technical issues efficiently.
• Escalate complex issues to higher-level support or appropriate departments.
• Provide support and maintenance for Microsoft Office 365 and other Acuity products.
• Review and analyze audit logs and other security reports such as antivirus reports and user logs.

 Technical Knowledge:

• Manage Acuity’s cloud environment to include Office365, Azure, Jira, and SharePoint.
• Provide end-to-end management of all desktops, laptops, printers, network equipment and peripherals for existing and new devices.
• Stay up to date with industry trends and emerging technologies.
• Provide remote assistance using remote desktop tools or remote access software, as needed.

 Documentation:

• Create proper documentation of user issues, resolutions, and support procedures for future reference.
• Familiarity with ticketing systems such as Jira.
• Create and update knowledge base articles and FAQs.
• Regulates and tracks all technology assets.

 Hardware and Software Installation:

• Assist with the installation, configuration, and setup of hardware and software.
• Perform routine maintenance and updates.
• Image new laptops and install necessary software.

Qualifications

Requirements:

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
• At least three plus (3 ) years of professional experience in technical support or a related role.
• Extensive knowledge of industry-standard software and peripherals, and a strong working knowledge of PCs, networks, and communications systems.
• Ability to oversee network infrastructure to include routers, switches, wired/wireless networks, etc.
• Ability to innovate and exercise sound judgment in defining and resolving complex and difficult tasks.
• Mastery of Microsoft Office Suite of products.
• Excellent problem-solving skills and the ability to think logically.
• Exceptional communication and customer service skills.
• Familiarity with remote support tools and IT Service Management (ITSM) ticketing systems.

 Preferred Skills:

• A , Network , Security or equivalent certification.
• Knowledge of IT service management (ITSM) is a plus. ITIL (Information Technology Infrastructure Library) Foundation v4 highly desired.
• Physically capable of lifting 50 lbs. and performing extensive work using handling/lifting equipment.
• Strong understanding of working in both a small organization wearing multiple hats and a large government contractor having insight into the bigger picture within a corporate environment.
• Hands-on experience in networking, routing, and switching.
• Experience with Linux and MacOS.
• Experience managing SharePoint sites to include permissions and audits.

Clearance Requirements:

• MUST BE a US Citizen and able to obtain/maintain government security clearance.

About Acuity Inc.

Acuity is a leading technology consulting firm that specializes in serving the federal government. Our innovative, collaborative, and rewarding work environment has earned repeat honors from the Washington Business Journal’s Best Places to Work, INC, and SmartCEO Corporate Culture awards. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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