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Technical Lead - End User Services

Company Name:
AceInfo Solutions, Inc.
Ace Info Solutions, Inc. (AceInfo) has a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, AceInfo has grown at an average rate of 50% per year since inception and currently has over 400 professionals. We have a deep commitment to ensuring quality and customer satisfaction with a mature corporate infrastructure, strong management and quality practices. We offer excellent benefits, competitive salaries, and opportunities for advancement.
We are seeking to hire a Technical Lead - End User Services to support our upcoming federal project, in College Park, MD.
Provide daily supervision and direction to staff who are responsible for phone, remote access and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
Develop practical and workable solutions to clients' technical and business problems supporting the client's Division of Information Technology.
Serve as the first point of contact for troubleshooting hardware/software PC and printer problems. Analyze requirements and potential solutions for technical and economic feasibility. Competent to work on multiple phases of complex projects independently.
Coordinate activities with superiors and client personnel to resolve technical and/or business issues and ensures the successful delivery of the project requirements.
Ensure that Service Desk services for all NARANet users agency-wide are in accordance with the NARA provided Service Desk Manual (SDM).
Deep understanding of competing needs of various user communities within NARA and the ability to prioritize and adapting to these needs.
Strong ITIL background required and ITIL intermediate and HDI certs preferred.
Minimum of one Baseline Management team member must achieve a certification which is vendor-specific to the baseline and imaging tools used by NARA.
Experience with HP and Dell desktops/laptops is preferred.
Tools/Technologies specified in the Creating a NARA Baseline v3.0 document: BMC Marimba Software (Patching, configuration management)for desktop and laptops Citrix Clent - Laptops only McAfee Anti-Virus Software Novell Groupwise
Certifications: MCSE, Novell Certified ZENWorks Administrator
Date: 2014-03-21
Country: US
State: MD
City: College Park
Postal Code: 20740
Job Type: Regular Full-Time

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