AceInfo is currently seeking a mid-level IT Helpdesk Specialist to support our federal project, in SW Washington, DC, Metro accessible. Limited domestic travel and occasional teleworking may be available, based on professional performance and customer needs. Responsibilities Provide user-facing technical customer service by phone, email, remote desktop, and desk-side visits. Resolve escalated incidents from tier I helpdesk personnel. Open incident tickets, document symptoms and steps taken towards resolution. Identify, diagnose, and resolve issues related to Active Directory (AD), Windows 10, MS Office 2016 or Office 365, Virtual Private Networks (VPN), business applications, telecommunications, printing, video teleconferencing, and networking. Escalate incidents to Engineering and Operations team members or functional experts, as needed. Weekend on-call coverage (Saturday and Sunday, 9 AM - 5 PM) every 4-6 weeks. Additional duties may include moving and setting up computers and equipment, tracking IT assets, data entry, etc. Qualifications Technical Qualifications Minimum 4 years of hands-on technical customer support or helpdesk experience Excellent customer service skills (listening, communicating, explaining technical topics) Superior-level IT knowledge: desktops/laptops running Windows 10, MS Office suite (including Outlook), networking, printing, permissions, VPN, business applications, etc. Experience with service desk ticketing applications (HEAT, BMC Remedy, Ivanti Service Manager) Other Qualifications US Citizenship and minimum Secret Clearance (DHS preferred) Experience working as a federal contractor on-site in a Federal Government agency.