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Job Description
Description
Location: Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust
ActioNet is seeking an experienced and customer-focused Senior Service Desk Technician to join our IT support team. This role provides both first- and second-line technical support to end-users, assisting with hardware, software, operating systems, network connectivity, and other IT-related issues. The ideal candidate will have five to ten years of experience, strong leadership and mentoring skills, advanced troubleshooting abilities, and the ability to balance independent problem-solving with collaboration in a fast-paced environment.
Salary Range 70-85k
The technician will serve as a senior point of contact for IT support requests received through phone, email, chat, or ticketing systems. Responsibilities include:
• 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
• 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
This role requires mentoring and guiding junior and mid-level service desk staff:
• 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
• 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
Candidates should have a bachelor’s degree or equivalent experience in computer science, IT, or a related field, with five to ten years of service desk or IT support experience. Required technical expertise includes:
• Windows 10/11 and macOS
• Microsoft Office Suite
• Active Directory and Office 365
• Enterprise ticketing systems such as ServiceNow
• Strong communication, problem-solving, and interpersonal skills
• Windows 10/11 and macOS
• Microsoft Office Suite
• Active Directory and Office 365
• Enterprise ticketing systems such as ServiceNow
• Strong communication, problem-solving, and interpersonal skills
Preferred qualifications include:
• 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
• 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
This role may occasionally require work outside standard hours, including weekends or holidays, to support critical incidents or projects. The position is onsite, with regular hours of operation from 7:00am to 6:00pm EST, Monday through Friday.
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