Help Desk Support (Technical Support Specialist)

ActioNet, Inc.; Newport (RI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Clearance sponsorship

Job summary

ActioNet is seeking a Technical Support Specialist in Newport, RI to deliver Tier 1 help desk support for client hardware and software. The role supports Windows networks, VDI, and IOS platforms, working within established incident processes.

A Top-Secret clearance is required, and sponsorship is available for the right candidate. Responsibilities include incident management, ticket handling across channels, and effective communication with customers.

Qualifications

• BS degree in IT, cybersecurity, data science, information systems, or computer science from ABET accredited/CAE designated institution.
• Certifications preferred in lieu of degree: CompTIA A+, CompTIA Network+, Certified Network Defender (CND), CompTIA Security+, GIAC Foundational Cybersecurity Technologies (GFACT).

Responsibilities

• Provide Tier 1 support through multiple omni-channels and in-person.
• Open, transfer, and close tickets within the SLA.
• Administer Windows networks, VDI architecture, and IOS platforms.
• Install, configure, troubleshoot, maintain, and train customers on technical systems.

Skills

ITIL standards

Troubleshooting

Cloud computing (SaaS/IaaS/PaaS)

Security awareness

Customer service

Windows networks

Education

BS degree in IT, cybersecurity, data science, IS, or CS (ABET/CAE)

Tools

Remote access tools

Ticketing systems (SLA)

VDI

IOS platform administration

Job description

Help Desk Support (Technical Support Specialist) | Req#4747

ActioNet has a an immediate opportunity for a Technical Support Specialist in Newport, RI. This position will require a Top-Secret Clearance. We will sponsor for the ideal Candidate.

IMMEDIATE NEED in Newport, RI

Primary Responsibilities:

• Provide technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components.
• Follow Master Incident Management Plan.
• Provide tiered-level customer support by coordinating software, hardware, network, and security issue resolution.
• Install, configure, troubleshoot, maintain, and train customers on technical systems.

Required Job Experience:

• Provide Tier 1 support through multiple omni-channels and in-person for incidents and requests.
• Open, transfer, and close tickets within the Service Level Agreement (SLA).
• Administer Windows networks, VDI architecture, and IOS platforms.
• Communicate effectively with customers and peers.
• Provide first-class information technology service, promoting a positive image, delivering results, and meeting key performance indicators.
• Act as a knowledge expert and functional team member, understanding customer needs and business processes to provide specialized support.
• Lift computers, printers, and hardware devices.
• Support hours are 0700-1700 Monday through Friday.

Technical Skills:

• Proficient with operating systems, application software, network infrastructure, network protocols, and Information Technology Infrastructure Library (ITIL) standards.
• Use automated tools for remote access, problem identification, trend analysis, and resolution.
• Troubleshoot, recover, adjust, modify, and improve IT systems.
• Strong oral and written communication skills, including functional, business rule, standard operating procedures, user, and policy documentation.
• Knowledge of information security principles for computers, networks, software, and operating systems.
• Diagnose and resolve customer-reported system incidents, problems, and events.
• Install and configure hardware, software, and peripheral equipment.
• Administer accounts, network rights, and access to systems and equipment.
• Monitor and report computer system performance.
• Knowledge of cybersecurity principles, cyber threats, and vulnerabilities.
• Familiarity with Service Desk best practices.
• Experience with Cloud computing service models including Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Service (PaaS) in private, public, and hybrid environments.

Degree (Required or certifications below can be substituted in lieu of):

• BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.

Certification (Preferred one of the following in lieu of Required Degree):

• CompTIA A+
• CompTIA Network+
• Certified Network Defender (CND)
• CompTIA Security+
• GIAC Foundational Cybersecurity Technologies (GFACT)

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gen der, sexual orientation, age, marital status, veteran status, or disability status.

Direct Applicants, only. No Agencies, No third-party recruiters, please

ActioNet Core Value #1 - Instill Integrity In Everything We Do