Description

ActioNet has an immediate opportunity for a Help Desk Technician requiring a Public Trust located in Lakeland, FL (Zip Code: 33811). ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense. In this role, you will be responsible for Serves customers and assists with a variety of functions related to computers and software. When customers experience technical difficulties or desire technical services, they contact help desk technicians to answer questions and/or diagnose technical problems. Technicians provide step-by-step solutions to the caller. 

As the Help Desk Technician, you will join a multi-functional team providing IT Support Services within a Federal Agency.  Daily duties will include providing phone, email, web, and in- person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. You will serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

What is in it for you?

• Excellent pay and benefits
• Opportunity to grow and develop professionally
• Participate in the delivery of extraordinary customer experiences

Duties and Responsibilities

• Receive and respond to end user calls to the Service Desk
• Respond quickly to requests received through Service Desk from various channels: Self Service, Phone, Email, Walk-in.
• Create and update customer requests in the ticket tracking system and ensure details and accuracy.
• Perform initial triage, identify, troubleshoot, resolve reported Incidents, and advise customers of known solutions or temporary work-around solutions.
• Fulfill service requests that do not require elevated access credentials.
• Ensure escalate tickets in accordance with established guidelines. The tickets contain sufficient details for colleagues to take next steps without re-work of previous actions taken.
• Respond to and Resolve tickets within SLA targets at least 95% percent of the time.
• Contribute to and update knowledge base to increase Tier 0 support.
• Work with other IT Tiers to resolve customer’s problems throughout the ticket lifecycle.

Basic Qualifications:

• 1-5 years of experience in a relevant field.
• Experience working in an SLA driven environment
• Seek solutions to identified problems.
• Experience with ITSM based ticketing system ServiceNow
• Excellent written, organizational skills, verbal and analytical skills are a must
• Exceptional customers service orientation
• High School Diploma

Preferred Qualifications:

• ITIL4 Certification
  
• HDI certification
  
• A+ certification
  
• Training and/or certification concentration in at least one of these areas: ITIL, HDI and/or CompTIA or similar.
  
• Marine and/or Aviation support experience
  

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services.   With 24+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• We are committed to make ActioNet a great place to work and continue to invest in our ActioNeters
• We are committed to our customers by driving and sustaining Service Delivery Excellence
• We are committed to give back to our Community, help others and make the world a better place for our next generation

ActioNet is proud to be named as a Top Workplace for the elevent year in a row (2014 - 2024).   We have 98% of Customer retention rate.  We are passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation.

What's in It For You?
As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.  Are you ready to make a difference?


ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.