Jr Desktop Technician

Job Description

Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has basic and relevant technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Experience:

Qualifications:

· Requires a high school diploma/GED and a minimum of one year of experience specialized in Desktop Support.

· Specialized experience includes imaging of new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (e.g., Windows 10, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.

· Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

· ITSM ticketing system experience is a plus.

· Demonstrated ability to communicate orally and in writing.

· Must have a positive and patient customer service attitude.

· Must be able to work independently and within a team.

· Must be able to attain agency suitability clearance prior to start date.

· Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

· Mac support experience is a plus.

· No specific certifications are required, but A+, MMDA, ITIL v3 / ITIL 4, or other relevant certifications are a plus.Company Description

AAC Inc. is a veteran owned company and was founded in 1983 in Vienna, VA. AAC Inc has 100 total employees at client sites across the U.S.. Since 1983, AAC has assisted our customers to transform and modernize their enterprise architecture, processes, applications, and infrastructure, with the focus on Cloud, Cyber, Enterprise IT, Systems Engineering and United Communication Services. Our mission remains to provide innovative and cost-effective technology-based solutions to meet our customer’s mission and business requirements. Our ability to deliver across the full scope of requirements, both operationally and strategically has set us apart from our competitors as we are able to balance risk against the right solutions.