Technical Support Specialist
Company: Acuity
Location: Reston
Posted on: April 24, 2024
Job Description:
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 and
work onsite 3 days a week in Reston, VA. -
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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Keywords: Acuity, Potomac , Technical Support Specialist, IT / Software / Systems , Reston, Maryland
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