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Technical Support Team Lead - ACRO - VKY in Arlington, VA at Acro Service Corporation

Date Posted: 12/28/2018

Job Snapshot

Job Description


Technical Support Team Lead - ACRO - VKY, Rosslyn, VA

Lead a 12-person Technical Support team responsible for supporting 1200 users on site and in remote locations throughout the US

Oversee and coordinate Tier 1 Support efforts to ensure that the team responds to incoming support requests (via phone and e-mail) promptly.

Ensure Tier 1 Support staff create tickets for all support requests and either resolve the issues themselves, or escalate them to Tier 2 Support in a timely manner

Lead the effort to improve processes for laptop replacements and hardware upgrades and other tasks performed by the team

Work with Network Administration/Engineering (Tier 3 support) teams to identify and resolve complex and system-wide issue

Manage content in MS SharePoint based technical knowledge centered environment (i.e. known issues, installation instructions, FAQs, etc)

Perform Active Directory administrative tasks

Mentor junior Contractors and ensure that internal procedures are followed

Serve as a technical resource for the team in order to resolve problems related to installing, configuring and troubleshooting Windows XP, MS Office, Cisco Systems VPN software, LAN/WAN and VPN connectivity over cable and DSL, network printers and scanners, BlackBerry devices and proprietary and COTS client-server and web based applications

Ability to identify and troubleshoot PC hardware and software issues •

Ability to support users in an Active Directory environment • Knowledge of Active Directory Administrative tasks •

Ability to support MS Outlook with MS Exchange •

Ability to troubleshoot network connectivity issues (including, LAN, WAN and VPN) •

Ability to troubleshoot local and network printer issues •

Associate Degree with 5 years experience •

Excellent verbal and written communication skills •

Microsoft Certifications (MCP, MCSA, MCSE) •

Ability to lift to 45 lbs •

Experiencing Configuring & Administering ticket management systems (i.e. Remedy, GWI, Heat) • Experience with content management in SharePoint •

Bachelor’s Degree Section III: Experience • 5 Years’ Experience providing technical support as part of a corporate or government information technology department •

Experience as a Technical Manager or team leader / supervisor



The Company is an Equal Opportunity Employer (EOE) and offers any job opportunity to any qualified candidate without regard to age, race, gender, national origin, physical appearance, sexual orientation, etc.