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ActioNet, Inc. · 3 months ago

Mid Level Service Desk Technician

Washington, DC

Full-time

Onsite

Entry, Mid Level

$58K/yr - $65K/yr

1+ years exp

ActioNet is seeking a reliable and customer-focused Junior Service Desk Technician 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.

AssociationConsultingCRMGovernmentInformation ServicesInformation Technology

No H1B

U.S. Citizen Only

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

Qualification

Technical support experienceWindows 10/11 knowledgeActive DirectoryCompTIA A+ certificationServiceNow familiarityCommunication skillsProblem-solving skillsInterpersonal skillsTime management

Required

U.S. Citizenship with eligibility for High Public Trust

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

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

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