Technical Support Analyst (2026-184)

Acclaim Technical Services, Inc.; McLean (VA); Hybrid; USD 155,000 - 170,000; Full time

Benefits offered by this job

ESOP company

Competitive benefits

Job summary

Acclaim Technical Services in McLean, VA seeks a Technical Support Analyst to provide high-touch ITIL-based support for VIP and Executive staff. The role involves remote and onsite desktop troubleshooting, incident lifecycle management, and secure access administration, with occasional travel to client sites for special projects.

Key qualifications include CMA/DMA certification, Windows AD proficiency, Windows 10, MS Office, and strong communication skills for cross-functional collaboration.

Qualifications

• Minimum Qualifications: CMA or DMA Certification.
• Experience in resolving technical problems via telephone or self-service across hardware, software, network, access, and telecom systems.
• Knowledge of Windows AD, multiple desktop programs, configuration and debugging techniques.
• Experience supporting Windows 10, MS Office 2016+, browsers, and common business applications.

Responsibilities

• Provide ITIL-based high-touch support to VIP and Executive staff through incident lifecycle management with minimal Tier 3 escalation.
• Deliver remote and onsite desktop support for system repair, configuration, and optimization.
• Maintain and update service records, ticketing systems, and access administration logs for 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 apps, databases, and secure systems.
• Support collaboration tools and VTC systems such as Microsoft Teams and WebEx.
• Install and place desktop IT equipment including printers, cables, and network gear as required.
• Travel between customer buildings or temporary assignments to support special projects.

Skills

Windows Active Directory

ITIL knowledge

Troubleshooting

Executive-level support

Network basics (TCP/IP)

Education

CMA Certification

DMA Certification

Tools

Windows 10

Microsoft Office 2016+

Web browsers

VOIP phones

Job description

Acclaim Technical Services, 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. 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 hiring a Technical Support Analyst to join our Mission Technology Division working in McLean, VA.

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.
• Supporting all facets of installations, which includes the physical placement of which includes the physical placement of desktop IT equipment to include printers, CAT5 and fiber optic cable, rack mounted network equipment, switches, workstations, and communications equipment as required.
• Local travel may be required between customer buildings or temporary assignment to an alternate locationinsupport of special projects

Minimum Qualifications:

• Component Mission Administrator (CMA) Certification or Directorate Mission Administrator (DMA) Certification.
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience in providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.
• Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, stand-alone and laptop computing services), servers, printers, peripheral devices, installing endpoints including but not limited to desktop IT equipment, printers, VOIP and digital phones, network switches.

Preferred Qualifications:

• Related work experience in technical help desk position, refreshing of 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 due to a variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
• Must possess an active TS/SCI clearance with polygraph

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 the 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.Ascends/descends a ladder, 10 feet highwhile pulling cables and adjusting equipment.

The pay range for this position is:$155,000-$170,000

SALARY TRANSPARENCY

There are many factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employee owners value the flexibility at ATS that allows them to balance quality work and their personal lives. We offer competitive compensation, career growth, benefits and learning and development opportunities. Our broad mix of exceptional benefits options is designed to support and protect employees and their families.

At ATS, you will be eligible to participate in a comprehensive benefits package such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more at Employee Resources

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.