Tier 2 Desk Side Support | Req#3421

Washington, DC


ActioNet has an immediate opportunity for a Tier II Desk side Support position  located in Washington D.C. Metro Area.  Are you ready to join our great team?  You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team.  
Our team practices and ensures a positive Customer Experience to all its end-users and support provided.  The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.  
Duties and Responsibilities  
  • Provide surge support to other teams as needed during times of surge (this may include desktop Tier 2 activities or Tier 3 activities)
  • Maintain a high level of customer satisfaction and excellence at all times
  • Must be a strong communicator in both oral and written
  • Prioritize and execute tasks in a high-pressure and fast-paced environment
  • Assist in defining/evaluating/deploying mobile policies and compliance rules
  • Assist in advising and informing ISSO and Program Manager of security issues/risks
  • Possess a strong working knowledge of Service Now or equivalent ticketing systems
  • Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
  • Partner with federal leadership to create a friendly, productive environment that promotes success
  • Be decisive and responsive to all customer requests, incidents, and requirements
  • Create Standard Operating Procedures (SOPs) and update existing SOPs for specialized technology support
  • Ability to multi-task projects and daily operations while providing regular status updates to management  
Basic Qualifications:  
  • US Citizen required
  • At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment
  • Familiarity with Windows OS imaging using Ghost/SCCM and other tools
  • Works independently and within the framework of a team with minimum assistance
  • Must have prior experience working as a contractor for a government agency
  • Must understand the art of providing excellent customer service at all times 
 Requirements: Public Trust clearance will be required to start, sponsorship available. 
 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!  
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********