Tier II Help Desk Specialist | Req#2552

Washington, DC San Francisco, California Atlanta, Georgia Chicago, Illinois Kansas City, Missouri Cincinnati, Ohio Dallas, Texas Arlington (NARA ABMC), Virginia Fairmont, West Virginia Pittsburgh, Pennsylvania Seattle WA, Washington New York, New York Tallahassee, Florida Philadelphia, Pennsylvania


ActioNet is looking for a Tier II Help Desk Specialists for a Federal Customer, located in the following locations: Arlington, VA; Seattle, WA; San Francisco, CA; Pittsburgh, PA; Philadelphia, PA; New York, NY; Kansas City, MO; Tallahassee, FL; Dallas, TX; Cincinnati, OH; Chicago, IL; Fairmont, WV; Atlanta, GA; Washington, DC.
This is in response to an effort. 

Summary: The Tier II Help Desk Specialist is responsible for full range hand on support to the federal customer. Support includes software, hardware, handheld devices and mission applications

    • Provides on-site support to end users on a variety of issues.
    • Responds to tickets escalated from Tier I
    • Successfully manage assigned ticket to closure
    • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
    • Follow-up with end users to provide status updates as per service level guidelines (SLA's)

Why ActioNet?          
It is simple. 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.

Basic Qualifications:

  • Under general supervision, monitors and responds to hardware and software problems
  • 2+ experience working in an IT Service Desk or Tier II environment
  • Highly responsive to customer requests. A Bachelor's Degree in a technical or business related field (Mathematics, Engineering, CS, Business Administration)
  • 5+ years' experience working in data center product or program management or business planning, partnering with cross functional teams i.e. technical, commercial sales, policy, finance, and legal
  • Knowledge of data centers technical engineering requirement
  • Experience with multi-platform Windows O/S required
  • Active Directory, and Exchange preferred
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Ensure a positive Customer Experience 

Preferred Qualifications:

  • A Bachelor's Degree in a technical or business-related field
  • Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
  • Experience using ITSM Ticketing tools (e. g. ServiceNow or similar ticketing systems to manage and track incidents
  • Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support

 Education & Experience:

  • A Bachelor's Degree in a technical or business-related field
  • 3+ years’ experience can be substituted for bachelor’s degree

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.