ActioNet has an immediate opportunity for a Help Desk Support Technician able to obtain a Public Trust clearance located in Silver Spring, MD. In this role, you will be responsible for providing Help desk support to Department of Commerce desktop users, and for supporting, maintaining, and updating IT systems that are used in the Department of Commerce workplace, on research vessels, and on research aircraft.

The ideal candidate will be a proactive team player who can work both independently and within a team environment. Possess the ability to work in a challenging environment producing positive results that demonstrates a high degree of attention to quality, detail, correctness and deadlines in a multi-tasking, priority changing environment. Must be able to work with a variety of people and departments and maintain confidentiality. Must be available to work and provide help desk support after normal business hours.

Responsibilities

This position ensures that end users are receiving the appropriate assistance and includes the responsibility of managing all procedures related to the identification and resolution of end user help requests, including monitoring, tracking and escalation as needed.
The Candidate will also contribute to problem resolution via email or over the phone and work function may include providing training to end users.
Candidate must have analytical skills to resolve end user issues and solid written and verbal communication skills.

Basic Qualifications

Activities include but are not limited to the following:

Possess Tier I support monitoring and managing ticket queue.
Manage the processing of incoming calls to the Service Desk via both telephone and e-mail and to ensure courteous, timely, and effective resolution of end user issues.
Answering the phones and logging customer requests in the ticket tracking system.
Responsible for creating and updating tickets according to standard procedures and policies.
Enforce request handling and escalation policies and procedures.
Monitor and test resolutions to ensure problems have been adequately resolved.
Contributing to and updating knowledge base content built on problem resolution and training.
Experience with the use of Remote tools.

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!

Core Capabilities:

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

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 for the eleventh year in a row (2014 - 2024). 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 inclusion 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:

Medical Insurance
Vision Insurance
Dental Insurance
Life and AD&D Insurance
401(k) Savings Plan
Education and Professional Training
Flexible Spending Accounts (FSA)
Employee Referral and Merit Recognition Programs
Employee Assistance and Identity Theft Protection
Paid Holidays: 11 per year
Paid Time Off (PTO)
Disability Insurance

ActioNet

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