Senior Service Desk Technician at ActioNet, Inc.
ActioNet, Inc. · Washington, United States Of America · Onsite
- Senior
- Office in Washington
Washington, DC
Description
Location: Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust
ActioNet is seeking a Senior Service Desk Technician to join our team. This on-site position (in Washington, DC) requires a Public Trust background check and a professional demeanor, as you will serve as a key point of contact for IT service delivery in a fast-paced corporate environment. The role is responsible for handling escalated incidents and requests, mentoring junior service desk staff, and ensuring all support activities are completed in accordance with Service Level Agreements (SLAs). This is an excellent opportunity for an IT professional with strong customer service, technical, and leadership skills who thrives in structured ITIL-based service desk operations.
Salary Range 68K-80K
Primary Responsibilities:
- Provide Tier 1 Service Desk support, resolving escalated incidents and requests while ensuring SLA compliance.
- Act as a senior point of contact for complex issues, coordinating with technical teams and vendors as necessary.
- Lead and mentor Service Desk Technicians, reinforcing adherence to ITIL processes, escalation standards, and service desk best practices.
- Deliver onsite support including hardware setup, peripheral installation, troubleshooting, and user account management.
- Manage the ticketing system by logging, tracking, escalating, and closing tickets with accurate documentation and timely updates.
- Support user onboarding and offboarding, including access requests, account provisioning, and equipment return.
- Contribute to knowledge base documentation, SOPs, and process improvements to enhance service quality.
- Partner with IT management to monitor service desk metrics, identify trends, and recommend improvements to meet and exceed SLAs.
Required Experience:
- 5–7 years of experience in Service Desk or IT Support roles in enterprise environments.
- Experience providing Tier 1 support, managing escalations to Tier 2/3, and mentoring junior staff.
- Strong technical background in Windows OS, enterprise device support, and common enterprise applications.
- Excellent troubleshooting skills, customer service focus, and ability to maintain a professional on-site presence.
Education/Certification Requirements:
- Associate’s or Bachelor’s Degree in IT, Computer Science, or related field (or equivalent professional certifications/experience).
Preferred Certifications:
- CompTIA Security+ CE (or equivalent).
- HDI Support Center Analyst or HDI Desktop Support Technician.
- Microsoft Certified: Modern Desktop Administrator Associate.
- ITIL Foundation Certification (strongly preferred for service desk operations).
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
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