Junior Service Desk Technician

ActioNet, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

ActioNet, Inc. is seeking a Junior Service Desk Technician to support the Treasury Department’s Enterprise Service Desk in Washington, DC.

You will be the first point of contact for IT inquiries, resolve Tier 1 issues, and document work in ServiceNow with a focus on customer service and timely resolution. The role requires 1–3+ years in IT support, an associate degree in IT or CS, and certifications such as Security+ or Endpoint Administrator.

Qualifications

• U.S. Citizenship with the ability to obtain High Public Trust Clearance
• 1–3+ years of experience in IT support, helpdesk operations, or service desk roles
• Associate's degree in Information Technology, Computer Science, or a 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 work 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, Outlook, Teams, OneDrive, and SharePoint, Laptop, docking station, and peripheral issues, Network and Wi‑Fi connectivity, Remote access / VDI / Zscaler issues, Mobile device support
• Follow standard operating procedures and knowledge articles
• Escalate tickets to Tier 2 when appropriate
• Collaborate with senior team on escalated issues
• Meet or exceed SLAs and performance targets

Skills

IT support

ServiceNow

Windows OS

Customer service

Troubleshooting

Education

Associate's degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

Junior Service Desk Technician | Req#4709

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
  • Outlook, Teams, OneDrive, and SharePoint
  • Laptop, docking station, and peripheral issues
  • Network and Wi‑Fi connectivity
  • Remote access / VDI / Zscaler issues
  • 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 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 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees : We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers : We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community : We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace

We have a 98% 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 an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and 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. Are you ready to make a difference?

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