Mid Level Service Desk Technician | Req#4147
Description
Location: Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust
ActioNet is seeking a seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry-level role provides first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. The ideal candidate will have 1–3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem-solving in a fast-paced environment.
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
• 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
• 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
• 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 7:00am–6:00pm EST, Monday through Friday
• 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 7:00am–6:00pm EST, Monday through Friday
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 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!
Core Capabilities:
- Advanced and Managed IT Services
- Agile Software Development
- DevSecOps
- Cybersecurity
- Health IT
- C4ISR & SIGINT
- Data Center Engineering & Operations
- Engineering & Installation
Why ActioNet?
At ActioNet, our Passion for Quality is at the heart of everything we do:
- Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
- Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
- Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.
ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% 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 an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and 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 values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and AD&D Insurance
- 401(k) Savings Plan
- Education and Professional Training
ActioNet Core Value #1 -
