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ActioNet, Inc. · 3 months ago

Senior Level Service Desk Technician

Washington, DC

Full-time

Onsite

Senior Level

$70K/yr - $85K/yr

5+ years exp

ActioNet is a woman-owned IT Solutions Provider committed to quality and service excellence. They are seeking an experienced Senior Service Desk Technician to provide first- and second-line technical support, manage user accounts, and mentor junior staff while contributing to process improvements.

AssociationConsultingCRMGovernmentInformation ServicesInformation Technology

No H1B

U.S. Citizen Only

Responsibilities

Resolving complex technical issues involving desktops, applications, printers, mobile devices, and VPN connectivity, including Zscaler

Managing user accounts, performing provisioning, password resets, and access requests in Active Directory and Office 365

Documenting support interactions clearly and accurately in the ticketing system

Contributing to process improvements and maintaining the knowledge base

Participating in IT projects, pilot programs, and technology deployments

Providing training, sharing best practices, and reviewing escalated issues

Supporting professional development and skills growth for team members

Acting as a subject matter resource for complex technical and service delivery challenges

Qualification

Windows 10/11Active DirectoryOffice 365ServiceNowCompTIA A+Network+ITIL FoundationsMacOSMicrosoft Office SuiteMicrosoft IntuneAzure PortalEntra IDIVR/ACD systemsCommunicationProblem-solvingInterpersonal skills

Required

U.S. Citizenship with eligibility for High Public Trust

Five to ten years of service desk or IT support experience

Bachelor's degree or equivalent experience in computer science, IT, or a related field

Strong leadership and mentoring skills

Advanced troubleshooting abilities

Ability to balance independent problem-solving with collaboration in a fast-paced environment

Experience with Windows 10/11 and macOS

Experience with Microsoft Office Suite

Experience with Active Directory and Office 365

Experience with enterprise ticketing systems such as ServiceNow

Strong communication, problem-solving, and interpersonal skills

Preferred

Certifications such as CompTIA A+, Network+, or ITIL Foundations

Exposure to Microsoft Intune, Azure Portal, and Entra ID

Familiarity with ITIL or ITSM frameworks, incident and problem management

Experience with IVR/ACD phone systems such as Avaya, Cisco Finesse, or NICE by CXONE

Benefits

Medical Insurance

Vision Insurance

Dental Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Company

ActioNet, Inc.

Glassdoor3.7

ActioNet, Inc., headquartered in Vienna, Virginia, 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 Cloud-based Solutions, Cyber Security and Agile Software Engineering.

Founded in 1998

Vienna, Virginia, USA

1001-5000 employees