Mid Level Service Desk Technician
ActioNet, Inc., Washington, District of Columbia, United States
Location
Washington, D.C.
Clearance Requirement U.S. Citizenship with eligibility for High Public Trust.
Job Title Junior Service Desk Technician (Tier 1)
Salary Range 58K-65K.
Key Responsibilities
Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices.
Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols.
Document all support interactions in the ticketing system with clear, accurate, and timely updates.
Assist in user account creation, password resets, and access management in Active Directory and other platforms.
Help end users with troubleshooting VPN connections such as Zscaler.
Follow standard operating procedures for common support requests and troubleshooting.
Share new issues and solutions in the knowledge base to support team learning.
Provide excellent customer service by maintaining a professional and empathetic approach in all interactions.
Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery.
Minimum Qualifications
Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred).
1–3 years of experience in a technical support or help desk role.
Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware.
Familiarity with ServiceNow or other ticketing systems.
Strong communication, problem‑solving, and interpersonal skills.
Ability to prioritize and manage time effectively in a dynamic environment.
Preferred Qualifications
CompTIA A+, ITIL Foundations, or other relevant IT certifications.
Experience supporting remote users or working in a multi‑location organization.
Exposure to Active Directory, Office 365, VPN, and remote desktop tools.
Basic knowledge of ITIL, ITSM frameworks, or MSP environments.
Familiarity with Microsoft Intune, Azure Portal, or Entra ID.
Work Environment
May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects.
Position is onsite based on business needs.
Standard hours of operation are 7:00 am – 6:00 pm EST, Monday through Friday.
Equal‑Opportunity Employer ActioNet is an equal‑opportunity employer and values diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Benefits
Medical Insurance.
Vision Insurance.
Dental Insurance.
Life and AD&D Insurance.
401(k) Savings Plan.
Education and Professional Training.
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Clearance Requirement U.S. Citizenship with eligibility for High Public Trust.
Job Title Junior Service Desk Technician (Tier 1)
Salary Range 58K-65K.
Key Responsibilities
Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices.
Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols.
Document all support interactions in the ticketing system with clear, accurate, and timely updates.
Assist in user account creation, password resets, and access management in Active Directory and other platforms.
Help end users with troubleshooting VPN connections such as Zscaler.
Follow standard operating procedures for common support requests and troubleshooting.
Share new issues and solutions in the knowledge base to support team learning.
Provide excellent customer service by maintaining a professional and empathetic approach in all interactions.
Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery.
Minimum Qualifications
Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred).
1–3 years of experience in a technical support or help desk role.
Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware.
Familiarity with ServiceNow or other ticketing systems.
Strong communication, problem‑solving, and interpersonal skills.
Ability to prioritize and manage time effectively in a dynamic environment.
Preferred Qualifications
CompTIA A+, ITIL Foundations, or other relevant IT certifications.
Experience supporting remote users or working in a multi‑location organization.
Exposure to Active Directory, Office 365, VPN, and remote desktop tools.
Basic knowledge of ITIL, ITSM frameworks, or MSP environments.
Familiarity with Microsoft Intune, Azure Portal, or Entra ID.
Work Environment
May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects.
Position is onsite based on business needs.
Standard hours of operation are 7:00 am – 6:00 pm EST, Monday through Friday.
Equal‑Opportunity Employer ActioNet is an equal‑opportunity employer and values diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Benefits
Medical Insurance.
Vision Insurance.
Dental Insurance.
Life and AD&D Insurance.
401(k) Savings Plan.
Education and Professional Training.
#J-18808-Ljbffr