AceInfo Solutions, Inc. Service Desk Engineer in Fort Collins, Colorado
Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.
For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.
AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.
AceInfo is currently seeking aService Desk Engineer to support our federal project, in Fort Collins, CO. Candidate must have the ability to obtain a Public Trust from the Federal Government.
The Program provides a full spectrum of innovative business and professional services for developing, maintaining and supporting enterprise-class business applications to federal and non-federal agencies.
Document, troubleshoot and resolve customer requests via phone, email, ticketing system
Must be able to critically analyze, triage and resolve incidents, problems and requests
Must be able to understand technical end user problems and provide clear and timely resolutions
Build and utilize decision trees to evaluate and elevate issues to internal teams
Update knowledge base to ensure procedures and known fixes are up-to-date
Ensure SLA’s are met
Work with engineering and operations to prepare for releases and create scripts/documentation for customer support
Gather and supply feedback from customers in a useable format to product teams
Manage and utilize monitoring dashboards to ensure system health
Report incidents and problems to appropriate teams and communicate effectively through product management to the customer
Create and manage customer-wide communication
Assess system and product metrics on a routine basis and product reports for management
Provide training and demos related to new processes or technologies
Experience working with or as a service/help desk engineer
General understanding of web technologies
General understanding of networking, monitoring and system health
Customer service oriented
Experience and/or certifications with ITIL
Experience with JIRA, Remedy preferred
Experience with Zabbix or similar monitoring tools
Experience building and managing dashboards for an operational command center, a plus
Experience with JIRA Service Desk is a plus
Must be able to manage work across multiple projects, concurrently
Excellent communication skills
Track record of working across multiple teams to resolve issues
Able to prioritize work to meet deadlines
Adaptable, dependable and independent
Linux and Windows system troubleshooting
Comfortable with shell scripting and command line
Experience with Java on the client and server side, related to problem resolution
Experience with Business Intelligence tools, a plus
2+ years’ professional work experience and high school diploma. IT related position preferred.
Bachelors or Associate degree in engineering or IT related field is preferred
- Ability to attain Federal Government Position of Trust
Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.
Clearance: Ability to successful pass a Background Investigation by the Federal Government
External Company Name: AceInfo Solutions, Inc.
External Company URL: www.aceinfosolutions.com