Job description

Description Position: Helpdesk Support Location: Rosslyn, VA, Clearance: Secret The Desktop Support IT professional is responsible for providing advanced technical support and troubleshooting for end-user devices, software, and network connectivity. This role involves resolving complex technical issues, managing escalations, and ensuring the smooth operation of IT systems in both office and field environments. The Desktop Support individual also plays a key role in mentoring junior staff, implementing IT best practices, and supporting the deployment of new technologies. Duties are: • Provide advanced troubleshooting and resolution for hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals. • Manage escalated technical support tickets and ensure timely resolution in alignment with service level agreements (SLAs). • Install, configure, and maintain operating systems, applications, and security updates on end-user devices. • Support the deployment, imaging, and setup of new hardware and software across the organization. • Perform root cause analysis for recurring technical issues and recommend long-term solutions. • Collaborate with IT teams to support system upgrades, migrations, and rollouts. • Document technical processes, solutions, and user guides to improve knowledge sharing and efficiency. • Provide on-site and remote support for field operations, including troubleshooting connectivity and equipment issues in remote locations. • Mentor and train junior technicians to enhance team capabilities and knowledge. • Ensure compliance with organizational IT policies, security protocols, and data protection standards. Professional Qualifications/Skills • Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). • 5 years of experience in desktop support, field services, or a related IT role. • 5 years of experience with Windows, macOS, and mobile operating systems, as well as common productivity software (e.g., Microsoft Office 365). • 5 years of experience of networking concepts, including TCP/IP, DNS, VPNs, and wireless connectivity. • 5 years of Experience with IT service management (ITSM) tools, such as ServiceNow or Remedy, for ticket tracking and resolution. • Familiarity with imaging tools and deployment technologies, such as SCCM, Intune, or MDT. • Excellent problem-solving skills and the ability to work independently in high-pressure environments. • Strong communication and interpersonal skills to effectively interact with end users and team members. • Relevant certifications, such as CompTIA A+, Network+, or Microsoft Modern Desktop Administrator, are highly desirable. • Ability to travel to field locations as needed and provide on-site technical support. • HDI Desktop Support Technician Certification • HDI Customer Service Representative Certification • ServiceNow Certified Implementation Specialist – IT Service Management • CompTIA Network+ • Microsoft Certified: Azure Fundamentals (AZ-900) • Strong troubleshooting and problem-solving skills for hardware and software issues. • Familiarity with IT service management (ITSM) tools and ticketing systems. • Excellent communication and customer service skills to interact effectively with end-users. Ability to prioritize tasks and manage time effectively in a fast-paced environment. • Knowledge of basic networking concepts, including IP addressing and Wi-Fi troubleshooting. • Ability to lift and transport IT equipment as needed (e.g., desktops, monitors, printers). Hourly Rate up to $47.00, depending on qualifications, including relevant certifications, education, years of experience, and demonstrated experience supporting Federal Government programs within the field. Candidates with specialized expertise, industry-recognized certifications, and strong Federal contracting experience may be considered at the higher end of the range ActioNet is a dynamic, award-winning SEI CMMI Level 4 and ISO 20000/ISO 27000 I Certified IT Services Firm that specializes in Enterprise Software Development involving Full Lifecycle Methodology, Project Management, Information Systems Security, Systems Integration and Training. ActioNet is committed to quality exemplified by our continual efforts to enhance how we do business. Our vision is what sets up apart, we help our customers align their IT strategies with their business goals. Why ActioNet? It is simple. 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. We have been awarded the Washington Post Top Places to Work for 8 years in the row. 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. Are you ready to make a difference? 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.

Requirements

Must-haves

Position: Helpdesk Support
Location: Rosslyn, VA,
Clearance: Secret
Provide advanced troubleshooting and resolution for hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
Manage escalated technical support tickets and ensure timely resolution in alignment with service level agreements (SLAs).
Install, configure, and maintain operating systems, applications, and security updates on end-user devices.
Support the deployment, imaging, and setup of new hardware and software across the organization.
Perform root cause analysis for recurring technical issues and recommend long-term solutions.
Collaborate with IT teams to support system upgrades, migrations, and rollouts.
Document technical processes, solutions, and user guides to improve knowledge sharing and efficiency.
Provide on-site and remote support for field operations, including troubleshooting connectivity and equipment issues in remote locations.
Mentor and train junior technicians to enhance team capabilities and knowledge.
Ensure compliance with organizational IT policies, security protocols, and data protection standards.
Professional Qualifications/Skills
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
5 years of experience in desktop support, field services, or a related IT role.
5 years of experience with Windows, macOS, and mobile operating systems, as well as common productivity software (e.g., Microsoft Office 365).
5 years of experience of networking concepts, including TCP/IP, DNS, VPNs, and wireless connectivity.
5 years of Experience with IT service management (ITSM) tools, such as ServiceNow or Remedy, for ticket tracking and resolution.
Familiarity with imaging tools and deployment technologies, such as SCCM, Intune, or MDT.
Excellent problem-solving skills and the ability to work independently in high-pressure environments.
Strong communication and interpersonal skills to effectively interact with end users and team members.
Relevant certifications, such as CompTIA A+, Network+, or Microsoft Modern Desktop Administrator, are highly desirable.
Ability to travel to field locations as needed and provide on-site technical support.

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