Entry-Level Service Desk Technician | Federal IT Support

ActioNet; Washington (District of Columbia); Hybrid; USD 42,000 - 60,000; Full time

Job summary

ActioNet is seeking a Junior Service Desk Technician in Washington, DC to support the Department of the Treasury’s Enterprise Service Desk. You will be the first point of contact for IT inquiries, resolving issues related to software, hardware, and access while documenting work in ServiceNow.

Ideal candidates have 1–3+ years in IT support and an Associate's degree in IT or related field, with certifications such as Security+ or Endpoint Administrator.

Qualifications

• US citizenship with ability to obtain High Public Trust clearance.
• 1–3+ years IT support, helpdesk, or service desk experience.
• Associate's degree in Information Technology, Computer Science, or related discipline.
• Preferred certifications: CompTIA Security+ and/or Microsoft Certified: Endpoint Administrator Associate.
• Proficient troubleshooting Windows OS and Microsoft Office Suite.
• Experience using ITSM tools such as ServiceNow.
• Strong communication, customer service, and problem-solving skills.
• Ability to follow detailed procedures and work in an SLA‑driven environment.

Responsibilities

• Serve as initial point of contact via phone, email, and ticketing system.
• Provide courteous, professional, and timely customer service.
• Create, update, and triage tickets within ServiceNow.
• Document all work performed accurately and consistently.
• Troubleshoot Tier 1 issues (password resets, Outlook/Teams/SharePoint, laptop/docking station/peripherals, network/Wi‑Fi, remote access/VDI/Zscaler, mobile devices).
• Follow standard operating procedures and knowledge articles.
• Escalate tickets to Tier 2 when appropriate.
• Collaborate with senior team members on escalated issues.
• Meet or exceed SLAs and performance targets.

Skills

IT support

Customer service

ServiceNow

Windows OS

Microsoft Office

Communication

Education

Associate degree IT

Security+ cert

Endpoint Admin cert

Tools

ServiceNow ITSM

Microsoft Office

Job description

ActioNet is seeking a Junior Service Desk Technician in Washington, DC to support the Department of the Treasury’s Enterprise Service Desk. You will be the first point of contact for IT inquiries, resolving issues related to software, hardware, and access while documenting work in ServiceNow.

Ideal candidates have 1–3+ years in IT support and an Associate's degree in IT or related field, with certifications such as Security+ or Endpoint Administrator.