IT Service Desk Analyst

ActioNet currently has an opening for an entry-level IT Service Desk Analyst to join and support a small team of IT professionals. The ActioNet IT team operates differently than most structured IT groups in that each member works closely together to perform all tiers of support. You will eventually get hands on experience with many enterprise tools and system admin level responsibilities. We expect our team members to learn and support as much as they can, and for that reason we are searching for a motivated, resourceful individual who is looking to learn and grow their IT career.

In this role, you will be primarily responsible for end user support of computer hardware and software, triaging service incidents and requests as they come in and resolving them to the best of your ability. You will follow pre-established technical procedures to manage user accounts and provision laptops while maintaining quality control by adhering to service desk policy. This role will be hybrid, split between working remote and in office.

Responsibilities:

• Provide Tier 1 & 2 technical support for all ActioNet employees/contractors
• Logging/Triaging calls and walkups into a ticketing system
• Troubleshooting and Resolving problems and incidents, escalating when necessary
• Communicating technical information to end-users and offering hands-on support
• Writing technical procedures and gathering knowledge to support the team
• Imaging and deploying laptops and maintaining inventory records
• Managing user accounts and mailboxes in Azure Active Directory and O365 Exchange
• Managing group access to shared resources

Requirements:

• Minimum of 2 years of related experience
• Bachelor’s degree or equivalent industry experience - strongly preferred
• Ability to obtain a security clearance - strongly preferred
• Resourceful with strong troubleshooting skills
• Strong interpersonal skills with ability to communicate effectively both Written/Verbal
• Experience with maintaining printers and resolving common errors
• Experience using MS Teams conferencing.
• Experience with O365 MS Office Suite (Excel/Word/PowerPoint)
• Experience with Advanced Windows OS (Administration/Troubleshooting)

Desired:

• Experience Administrating 0365/Azure Active Directory – a plus
• Experience with MS SharePoint – a plus
• Understanding of ITIL service quality practices - a plus
• Familiarity with ServiceNow service desk tool - a plus
• Experience with Adobe Suite (PDF Editor/Photoshop/AfterEffects/Premier) – a plus
• COMPTIA A+ Certified – a plus

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
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance