Incident Technician

Acclaim Technical Services, founded in 2000, is a leading cyber operations, intelligence solutions and operations, network infrastructure, engineering and business enablement and enterprise operations 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. We see this as a significant strength, and it shows: ATS is consistently ranked as a top workplace among DC area firms and continues to grow.

We are actively recruiting for an Incident Technician with a current TS/SCI w/ Poly to support our Network Solutions Division, based in Northern Virgina.

Responsibilities include, but are not limited to: 

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed. 

• Support installation, configuration, relocation, and documentation of desktop IT equipment—including workstations, peripherals, phones, AV components, and network devices. 

• Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports. 

• Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration. 

• Local travel will be required between customer buildings. 

Work required shift from 6:00 AM to 2:30 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements. 6 years of experience, an Associate’s Degree with 4 years of experience, or a Bachelor’s Degree with 2 years of experience.

Minimum Qualifications: 

• Experience providing technical support in a help desk, service desk, installation, or incident management role. 

• Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues. 

• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications. 

• Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools. 

• Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches. 

Preferred Qualifications: 

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification. 

• Experience in a technical help desk position and IT hardware/cabling installation. 

• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management). 

• Strong problem-solving, communication, and customer service skills. 

• Ability to quickly adapt to evolving tasks and mission requirements.  

Clearance Requirements: 

• Must have a current/active TS/SCI with Polygraph. 

Physical Requirements: 

• Ability to remain stationary up to 50% of the time. 

• Ability to move throughout buildings, access under desks, raised floors, and confined spaces. 

• Ability to lift and move IT/AV equipment weighing 50+ pounds (team lifts or carts as needed). 

• Must be able to ascend/descend ladders 10+ feet while pulling cables or adjusting equipment. 

• Ability to operate computers, phones, and standard office equipment for extended periods. 

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by applicable law. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by applicable law. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.