Technical Support Analyst (2026-184)

About the Company

Acclaim Technical Services (ATS), founded in 2000, is a leading language and intelligence services company supporting a wide range of U.S. Federal agencies. We are an Employee Stock Ownership Plan (ESOP) company, which is uncommon within our business sector. ATS is consistently ranked as a top workplace among DC area firms and continues to grow.

Responsibilities

• Provide high-touch, ITIL-based support to VIP and Executive-level staff by efficiently managing the full lifecycle of incidents and service requests, including independent troubleshooting and resolution of complex technical issues without Tier 3 escalation
• Deliver remote and onsite desktop support using secure tools for system repair, configuration, and optimization
• Maintain and update service records, ticketing systems, and access administration logs to ensure accuracy and compliance
• Provide technical support for sensitive applications and handle confidential data with integrity and discretion
• Manage access rights and account administration for enterprise applications, databases, and secure systems, while supporting access requests, virus scanning, data transfers, and standalone devices, printers, and peripherals in compliance with security protocols
• Support collaboration tools and VTC systems such as Microsoft Teams, WebEx, and mobile devices for executive communications
• Support all facets of installations, including the physical placement of desktop IT equipment such as printers, CAT5 and fiber optic cable, rack-mounted network equipment, switches, workstations, and communications equipment
• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects

Requirements

• Component Mission Administrator (CMA) Certification or Directorate Mission Administrator (DMA) Certification
• Experience resolving technical problems and answering queries by telephone or self-service involving computer hardware, software, network, system/application access, and telecommunications systems
• Knowledge of Windows Active Directory, multiple desktop programs, configuration, and debugging techniques
• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications
• Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, stand-alone, and laptop computing services), servers, printers, peripheral devices, and installing endpoints including desktop IT equipment, printers, VOIP and digital phones, and network switches
• Must possess an active TS/SCI clearance with polygraph

Preferred Qualifications

• Related work experience in technical help desk position, refreshing IT equipment, providing deskside IT support, and installation of IT hardware, networks, VoIP phones, and/or audio/video equipment
• Special non-commercial systems administrator experience (access management/file transfer)
• Strong communication skills to work with a variety of groups, including co-workers, management, and customers; must be able to exchange accurate information
• Ability to adapt to quickly changing tasks and requirements and to learn new skills on the job

Physical Requirements

• Must be able to remain in a stationary position at least 50% of the time
• Constantly operate a computer, phone, and other office equipment for extended periods of time
• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under desks, while moving floor tiles, and in server closets, some of which may be confined spaces
• Must be able to move Audio/Visual or Computer equipment weighing 50 pounds; some equipment may require team-lift or the use of carts
• Ascend/descend a ladder, 10 feet high, while pulling cables and adjusting equipment

Pay

The pay range for this position is $155,000–$170,000.

Benefits

• Comprehensive healthcare, wellness, financial, retirement, and family support benefits
• Continuing education and time off benefits
• Employee Stock Ownership Plan (ESOP)