Federal IT Service Desk – Junior Technician

ActioNet, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

ActioNet, Inc. is seeking a Junior Service Desk Technician to support the Treasury Department’s Enterprise Service Desk in Washington, DC.

You will be the first point of contact for IT inquiries, resolve Tier 1 issues, and document work in ServiceNow with a focus on customer service and timely resolution. The role requires 1–3+ years in IT support, an associate degree in IT or CS, and certifications such as Security+ or Endpoint Administrator.

Qualifications

• U.S. Citizenship with the ability to obtain High Public Trust Clearance
• 1–3+ years of experience in IT support, helpdesk operations, or service desk roles
• Associate's degree in Information Technology, Computer Science, or a related discipline
• Preferred certifications: CompTIA Security+ and/or Microsoft Certified: Endpoint Administrator Associate
• Proficiency 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 the 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 including: Password resets and account lockouts, Outlook, Teams, OneDrive, and SharePoint, Laptop, docking station, and peripheral issues, Network and Wi‑Fi connectivity, Remote access / VDI / Zscaler issues, Mobile device support
• Follow standard operating procedures and knowledge articles
• Escalate tickets to Tier 2 when appropriate
• Collaborate with senior team on escalated issues
• Meet or exceed SLAs and performance targets

Skills

IT support

ServiceNow

Windows OS

Customer service

Troubleshooting

Education

Associate's degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

ActioNet, Inc. is seeking a Junior Service Desk Technician to support the Treasury Department’s Enterprise Service Desk in Washington, DC.

You will be the first point of contact for IT inquiries, resolve Tier 1 issues, and document work in ServiceNow with a focus on customer service and timely resolution. The role requires 1–3+ years in IT support, an associate degree in IT or CS, and certifications such as Security+ or Endpoint Administrator.