Description

ActioNet has an immediate opportunity for a IT Service Desk Specialist supporting our Defense unit. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

Location: San Antonio, TX

Join our dynamic team, where you will play a crucial role in collaborating with Government Support staff to execute system backup and restoration operations. You will develop, maintain, and utilize documented Standard Operational Procedures (SOPs) aligned with ITIL and industry best practices to meet application/system owner requirements.

• Answer questions, analyze problems and provide technical assistance, support, and advice to end users for hardware, software, and systems by phone, email, chat, or on-site walk-in.
• Resolve computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Escalation path to resolve moderate to highly complex technical issues.
• Call overflow during peak time or reduced staff during off peak hours.
• On-site equipment configuration, reconfiguration or repair.
• Service requests to provision user access accounts to leverage applications and networks.
• Maintain and monitor queues to allow for quick resolution and escalation of all incidents.
• Deskside troubleshoot, install, configure and restore LAN, WAN, wireless, software, hardware, peripherals, network, virtualized private network, and support special projects.
• Maintain workstation/laptop operational baselines.
• Emergency request management of incidents to resolve a service outage or degradation.
• Follow industry best practices in change and configuration management.
• Identify and manage root cause of recurring incidents and methods to eliminate root cause.

• Four (4) years of progressive experience demonstrating the required proficiency.
• Knowledge of ITSM processes and procedures.
• Coordinate communications to resolve and close out incidents, change, and requests.
• Windows 11 Operating System troubleshooting, updating, and deployment.
• Computer hardware parts and add/remove hard drives.
• Microsoft Active Directory Users and Computers.
• Microsoft Active Directory, O365, Teams, Group Policy, Security Objects, and Azure.
• Mobile devices, iPhones, and Androids.
• Network TCP/IP, 802.11x, proxy, wired/wireless, and infrastructure.
• VOIP telephones.
• VPN management and troubleshooting.
• Multi-Function Printers support.
• Remote Desktop support.
• Information Security to maintain security posture.
• Microsoft Endpoint Configuration Manager (MECM).
• Citrix virtual application knowledge or equivalent.
• ServiceNow knowledge for completing service tickets.
• Audio/Video support with computers for conference presentations

Degree (Required): Bachelor’s degree and/or equivalency.

• CompTIA Security + CE or one of the following:
• CCNA Security
• CySA+
• GICSP
• GSEC
• SSCP

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 ninth year in a row (2014 - 2022).   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.

********Direct Applicants, only.  No Agencies, No third-party recruiters, please********