Junior Service Desk Technician

ActioNet; Washington (District of Columbia); Hybrid; USD 40,000 - 58,000; Full time

Job summary

ActioNet is seeking a Junior Service Desk Technician to support the Department of the Treasury’s Enterprise Service Desk in Washington, DC. This on-site/hybrid role involves handling Tier 1 issues, documenting work in ServiceNow, and maintaining strong customer service standards.

The ideal candidate has 1–3 years of IT support experience, an Associate's degree in IT or related field, and familiarity with Windows OS and Microsoft Office.

Qualifications

• U.S. Citizenship with the ability to obtain High Public Trust clearance.
• 1–3 years of IT support, helpdesk, or service desk experience.
• Associate's degree in Information Technology, Computer Science, or 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 operate 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.
• Troubleshoot Tier 1 issues involving Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot Tier 1 issues involving laptops, docking stations, and peripherals.
• Troubleshoot Tier 1 issues involving network and Wi‑Fi connectivity.
• Troubleshoot Tier 1 issues involving remote access / VDI / Zscaler.
• Troubleshoot Tier 1 issues involving mobile devices (iPhone/iPad).
• Follow standard operating procedures and knowledge articles.
• Escalate tickets to Tier 2 when appropriate.
• Collaborate with senior team members on escalated issues.
• Meet or exceed SLAs and performance targets.

Skills

Windows OS troubleshooting

Microsoft Office

ServiceNow

Customer service

Communication

Problem solving

SLA procedures

Education

Associate's degree in IT or related

Tools

ServiceNow

Job description

Junior Service Desk Technician | Req#4652

Location:Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

Client:U.S. Department of the Treasury – Departmental Offices
Location:Washington, DC (On‑site/Hybrid depending on contract requirements)
Clearance:Ability to pass a federal background investigation
Employment Type:Full‑time, Contractor

Position Summary

We are seeking a motivatedJunior Service Desk Technicianto support the Department of the Treasury’s Enterprise Service Desk. This role is ideal for early‑career IT professionals seeking hands‑on experience in a federal environment while developing strong technical troubleshooting and customer service skills.

As the first point of contact for all IT inquiries, you will help resolve technical issues related to software, hardware, account access, mobile devices, and remote connectivity. Candidates should be reliable, customer‑focused, and ready to grow in a fast‑paced environment, while documenting all work in ServiceNow.

Duties and 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 involving Password resets and account lockouts


• Troubleshoot Tier 1 issues involving Outlook, Teams, OneDrive, and SharePoint


• Troubleshoot Tier 1 issues involving Laptop, docking station, and peripheral issues


• Troubleshoot Tier 1 issues involving Network and Wi‑Fi connectivity


• Troubleshoot Tier 1 issues involving Remote access / VDI / Zscaler issues


• Troubleshoot Tier 1 issues involving Mobile device (iPhone/iPad) support


• Follow standard operating procedures and knowledge articles


• Escalate tickets to Tier 2 when appropriate


• Collaborate with senior team members on escalated issues.


• Meet or exceed SLAs and performance targets

Required Qualifications

• U.S. Citizenship with the ability to obtain High Public Trust Clearance


• 1–3+ yearsof experience in IT support, helpdesk operations, or service desk roles


• Associate's degreein Information Technology, Computer Science, or a related discipline.


• Preferred certifications:CompTIA Security+and/orMicrosoft 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

Preferred Qualifications

• ITIL Foundationcertification or equivalent training


• CompTIA Security +, or HDI Support Center certification (nice‑to‑have), and/orMicrosoft Certified: Endpoint Administrator Associate.


• Experience supporting federal or large enterprise IT environments


• Familiarity with ServiceNow workflows, ticket categories, and reporting

Work Schedule

• Service Desk Hours of Operation are between 7 AM – 10 PM ET


• Occasional schedule adjustments based on mission needs

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

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