• Service Desk Technician ( Shift-Work)

    Job Locations US-DC
    Posted Date 3 weeks ago(12/28/2018 11:29 AM)
    Job ID
    # of Openings
    *Technical Consulting
  • Overview

    Acuity, Inc., recipient of Washington Business Journals Best Places to work for our fifth consecutive year, is seeking a dynamic, self-motivated individual with experience, knowledge and skills as a Service Desk Technician experienced with strong customer service, understanding and resolution of IT issues including Windows 7, MS office Suite and network connectivity. In this role you will serve as the first point of contact for our VIP customers. The position is primarily responsible for maintaining positive information technology client relations by communicating effectively to provide in-person, telephone and email-based technology support. The successful candidate will answer trouble calls, troubleshoot problems to determine the cause, determine resolution, escalate service requests to appropriate tier II and tier III team members for resolution as necessary, document work done, provide ad hoc equipment and software tutorials to customers, and add to the office knowledge base to assist with solving common user issues or problems. Solutions range from providing assistance with product functionality to assisting in problem-solving more detailed, customer-specific needs. The ideal candidate will be a passionate, driven professional.




    As a Service Desk Technician for Acuity, Inc. you should have the ability to

    • Work effectively and efficiently in a team environment and relate well to others
    • Provide superior customer service to clients, be able to work independently while remaining closely connected to a team structure
    • Possess initiative and commitment to the company’s goals and a strong commitment to performing and producing at the highest level of quality at all times
    • Have a participative style and bias toward excellent and timely communication
    • Skilled at navigating through the challenges of working with a dynamic and ever changing landscape that comes with supporting a key federal agency
    • This team staffs a technical service desk providing 7 x 24 x 365 support including weekends and holidays. There could be various shift work schedules such as; Monday – Friday (6am – 3pm, 8am – 5pm and 9am – 7pm), Saturday – Sunday (8am – 4pm, weekend hours approximate)
    • Availability to work during government closures and for special projects as they arise is beneficial. This fully funded position is located in Washington DC and accessible by a variety of travel options including public transportation and Metro.




    • Bachelor's degree in computer science, MIS, or related discipline, or equivalent related experience
    • Ability to learn and support new applications; use basic tools, equipment and procedures for repairing computers and peripheral devices; use initiative and independent judgment within established procedural guidelines; work independently and as a team member to research and resolve complex technical issues; prioritize multiple tasks, projects and demands; establish and maintain cooperative working relationships with co-workers and customers.
    • Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand; ability to provide excellent customer service and public relations outreach; demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
    • Advanced proficiency level utilizing Microsoft Office applications including Visio, Excel, Access, PowerPoint, Word, and Outlook.
    • Proficiency in Microsoft Windows operating systems and office productivity applications (MSOffice suite including Visio).
    • Intermediate knowledge in hardware and networking; knowledge of networked computer system environments and peripheral device capabilities; advanced knowledge of common network applications, operating systems, and other business software applications; hardware and software troubleshooting techniques.
    • Evidence of flexibility and problem-solving skills; skills in troubleshooting computer hardware and software applications in a multiple operating system environment; analyzing information technology issues, evaluating alternatives, and making logical recommendations based on findings.
    • Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret an extensive variety of technical instructions in mathematical or diagram form; deal with several abstract and concrete variables.
    • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; ability to apply concepts of basic algebra and geometry.
    • Proven ability to effectively manage multiple priorities and meet deadlines.


    Schedule Requirements


    • Must be available for weekend duties.
    • Must be available for after-hour support.
    • open to different shifts 


    Clearance Requirement


    Must have an Active Top-Secret clearance and will be immediately processed for SCI access.


    Preferred skills:


    • A+ Certified
    • Passionate and motivated to learn
    • Strong customer service skills


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