Help Desk Technician – Mid-Level & Senior-Level (2 Openings)

ActioNet; Vienna (VA); On-site; USD 67,000 - 112,000; Full time

Job summary

ActioNet is hiring two Help Desk Technicians at Mid-Level and Senior-Level positions. The roles deliver end-user support across devices and applications, focusing on rapid resolution and SLA compliance.

Senior-level duties include performance analysis and mentoring junior team members. Locations include Washington, DC or Gaithersburg, MD, with a salary up to $112,000, commensurate with experience and level.

Qualifications

• Candidates must have strong customer service and technical troubleshooting skills.
• Experience with help desk systems and IT service management processes is required.
• Senior level candidates will mentor others and analyze help desk performance.

Responsibilities

• Provide end-user support for computers, applications, systems, devices and access issues.
• Diagnose, troubleshoot, document, and resolve technical problems to meet SLAs.
• Assist with escalation, mentoring, and analysis of help desk metrics.

Skills

Customer service

Technical troubleshooting

Help desk software

IT service management

End-user support

Mentoring juniors

SLA management

Education

Bachelor's degree

Associate's degree

Tools

ServiceNow

Ticketing systems

Knowledge bases

Job description

• Help Desk Technician – Mid-Level & Senior-Level (2 Openings)

Help Desk Technician – Mid-Level & Senior-Level (2 Openings) | Req#4680

Help Desk Technician – Mid-Level & Senior-Level (2 Openings)

Summary:
We are hiring for two (2) Help Desk Technician positions at the Mid-Level and Senior-Level. These roles provide technical support to end users by diagnosing, troubleshooting, documenting, and resolving computer, application, system, device, access, and performance issues. The ideal candidates will have strong customer service and technical troubleshooting skills, experience working with help desk systems and IT service management processes, and the ability to resolve issues efficiently while meeting established service level standards. Senior-level candidates will also help analyze help desk performance, support escalated issues, and mentor less experienced team members.

Location:
Washington, DC or Gaithersburg, MD

Salary:
Up to $112,000, commensurate with experience and position level

Clearance:
Q Clearance is required for approximately 75% of staff in these positions. Candidates without an active Q Clearance may be considered for positions that do not require Q access.

Education:

• Senior-Level: Bachelor’s degree from an accredited university or college in a technical discipline.
• Mid-Level: Associate’s degree from an accredited university or college in a technical discipline.

Mid-Level Help Desk Technician (Level III):

• Minimum of three (3) years of experience performing help desk and technical support activities.
• Experience identifying, researching, troubleshooting, and resolving complex technical problems.
• Experience providing technical support to end users for computers, applications, systems, devices, hardware, access, and performance issues.
• Experience documenting, tracking, and monitoring incidents and problems using applicable help desk, ticketing, or IT service management systems.
• Experience responding to telephone, email, chat, and online technical support requests.
• Experience coordinating with other technical teams, specialists, and support groups to resolve issues.
• Ability to handle escalated issues and more complex technical problems.
• Ability to train, coach, or assist less experienced team members.
• Strong customer service, communication, troubleshooting, and problem-solving skills.

Senior-Level Help Desk Technician (Level IV):

• Minimum of six (6) years of experience utilizing product information, knowledge bases, or solution databases to research, troubleshoot, and deliver technical solutions.
• Experience responding to end-user phone, email, chat, and online support requests.
• Experience troubleshooting and resolving computer, application, system, device, access, hardware, and performance issues.
• Experience documenting incidents and service requests using help desk, ticketing, or IT service management systems.
• Experience advising users on methods, steps, and actions to resolve issues and prevent recurring problems.
• Experience escalating issues to appropriate technical teams or support levels to achieve resolution.
• Experience supporting software and device installations, upgrades, user profile setup, and password resets.
• Experience meeting established service level agreements (SLAs) for response time, resolution, quality, and customer satisfaction.
• Experience gathering and analyzing help desk metrics to evaluate performance and identify trends, recurring issues, and areas for improvement.
• Experience supporting escalated and complex technical issues.
• Ability to mentor, coach, and provide technical guidance to junior and mid-level help desk personnel.
• Strong customer service, communication, analytical, and problem-solving skills.

Preferred Certifications:

• HDI Support Center Analyst (HDI-SCA)
• HDI Support Center Manager (HDI-SCM) – preferred for Senior-Level candidates
• ITIL 4 Foundation
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ServiceNow Certified System Administrator
• Certified ScrumMaster (CSM) or equivalent Agile certification

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 24+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

• We are committed to give back to our Community , help others and make the world a better place for our next generation

ActioNet is proud to be named as a Top Workplace for the ninth year in a row (2014 - 2022). We have 98% of 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 exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our 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.

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, gender, sexual orientation, age, marital status, veteran status, or disability status.

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