Help Desk Technician — Mid & Senior | Growth & Mentorship

ActioNet, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 67,000 - 112,000; Full time

Job summary

ActioNet, Inc. is seeking two Help Desk Technicians at Mid-Level and Senior-Level in the Washington, DC area (2 openings). Responsibilities include diagnosing, troubleshooting, documenting, and resolving IT issues across hardware, software, and access controls, while meeting service levels.

Senior roles mentor others and analyze performance. Location options include Washington, DC or Gaithersburg, MD. Q Clearance is required for approximately 75% of staff in these roles; other candidates may be

Qualifications

• Senior-Level: Bachelor's degree in a technical discipline.
• Mid-Level: Associate’s degree in a technical discipline.
• Experience: Mid-Level requires 3+ years in help desk.
• Senior-Level requires 6+ years in help desk and related areas.
• Strong customer service and communication skills.

Responsibilities

• Diagnose, troubleshoot, document, and resolve end-user issues across computers, applications, systems, devices, access, and performance.
• Provide technical support via phone, email, chat, and ticketing systems.
• Analyze help desk performance and mentor junior staff.
• Escalate complex issues to appropriate teams to achieve resolution while meeting SLAs.

Skills

Customer service

Troubleshooting

Help desk systems

ITSM processes

Mentoring

Communication

Education

Bachelor’s degree in a technical discipline

Associate’s degree in a technical discipline

Tools

Ticketing systems

Knowledge bases

Documentation tools

Job description

ActioNet, Inc. is seeking two Help Desk Technicians at Mid-Level and Senior-Level in the Washington, DC area (2 openings). Responsibilities include diagnosing, troubleshooting, documenting, and resolving IT issues across hardware, software, and access controls, while meeting service levels.

Senior roles mentor others and analyze performance. Location options include Washington, DC or Gaithersburg, MD. Q Clearance is required for approximately 75% of staff in these roles; other candidates may be