End User Tier 3

Provide Tier 3 end user system administration support via telephone, deskside, or remote to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Create and deploy standard system images. Use PowerShell and Power BI to create custom reports and use PowerShell to automate maintenance processes. Collaborate with cross-functional teams and vendors to resolve hardware and software issues.

· Requires a high school diploma/GED and a minimum of five years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

· Requires advanced Tier 3 experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), and Active Directory.

· Must have significant experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.

· Must have thorough understanding of physical, network, and application layers, and with TCP/IP tools and protocol commands to resolve technical issues.

· Must have advanced PowerShell and Power BI skills.

· ITSM ticketing system experience required, BMC Helix experience is preferred.

· Must be able to lift up to 50 pounds

· Occasional travel outside of the DMV may be required.

· Ability to communicate orally and in writing.

· Must have a positive and patient customer service attitude.

· Must be able to work independently and within a team in a fast-paced environment.

· Must be able to attain agency suitability clearance prior to start date.

· Experience supporting a mid-sized Federal agency enterprise is a plus.

· Relevant certifications such as A+, ITIL 4, ACSP, and M365 are preferred, but not required.

AAC Inc. is a veteran owned company and was founded in 1983 in Vienna, VA. AAC Inc has 100 total employees at client sites across the U.S.. Since 1983, AAC has assisted our customers to transform and modernize their enterprise architecture, processes, applications, and infrastructure, with the focus on Cloud, Cyber, Enterprise IT, Systems Engineering and United Communication Services. Our mission remains to provide innovative and cost-effective technology-based solutions to meet our customer’s mission and business requirements. Our ability to deliver across the full scope of requirements, both operationally and strategically has set us apart from our competitors as we are able to balance risk against the right solutions.