Help Desk Technician (Mid & Senior) — Mentor & Resolve

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

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.