TS/SCI Incident Technician - Day Shift

Acclaim Technical Services; Virginia (MN); On-site; USD 85,000 - 110,000; Full time

Job summary

Acclaim Technical Services is seeking an Incident Technician in Northern Virginia to provide end-to-end incident response and user support under ITIL processes. You will troubleshoot hardware, software, and network issues, assist with desktop IT equipment deployment, and document actions for audits and continuity.

The role requires a TS/SCI with Polygraph and includes shift coverage from 6:00 AM to 2:30 PM with potential flexibility. Local travel between customer sites is expected.

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.

Responsibilities

• 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.

Skills

IT Support

Troubleshooting

Windows Support

Active Directory

TCP/IP Networking

Customer Service

Documentation

Communication

Remote Support

New Equipment Setup

Education

Associate’s Degree

Bachelor’s Degree

Tools

ServiceNow ITSM/ITOM

Remedy

Jira

Job description

Acclaim Technical Services is seeking an Incident Technician in Northern Virginia to provide end-to-end incident response and user support under ITIL processes. You will troubleshoot hardware, software, and network issues, assist with desktop IT equipment deployment, and document actions for audits and continuity.

The role requires a TS/SCI with Polygraph and includes shift coverage from 6:00 AM to 2:30 PM with potential flexibility. Local travel between customer sites is expected.