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ActioNet, Inc Help Desk Specialist in Washington, District Of Columbia

ActioNet has an immediate opportunity for a Help Desk Specialist located in Washington, DC. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

In this role, you will be responsible for providing end user support and software, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research, and resolve technical problems presented through Help Desk incidents. Document, track and monitor the problem to ensure a timely resolution.

Essential Duties and Responsibilities:

  • Provide help desk support to all customers and their representatives.

  • Log all incoming incidents and request with actions taken to resolve them.

  • Correctly refer unresolved incidents to higher level Tier support groups.

  • Provide follow-up status to customer end-users in accordance with specified support policies and procedures.

  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.

  • Ability to diffuse volatile situations when distressed or irate customers call for support.

  • Strong administrative skills: organized, efficient and versatile.

  • Knowledge of customer business and technical environment with the goal of increasing First-Call-Resolution.

  • Upkeep of active directory for incoming and outgoing personnel.

  • Excellent verbal and written skills

  • Ability to operate, all client support tools and technologies

  • Resolve day-to-day application and network related problems with the up most efficiency and time management.

  • Able to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support.

  • Verify with the customer that the issue has been resolved and update the ticketing system.

  • Able to categorize an incident correctly for call tracking and logging purposes

  • Performs other duties or special projects as assigned.

  • Ability to complete multiple simultaneous projects in a timely manner.

  • Experience using Remedy ticketing system preferred.

  • Strong communication, interpersonal, and analytical skills

  • Ability and desire to provide excellent customer-service to internal customers

  • Strong knowledge of MS operating systems and applications

  • Ability to work independently and in a dynamic environment Qualifications

  • About to retain a Public Trust Clearance

  • Bachelor's degree from a four-year college or university preferred.

  • 3+ years customer support/help desk experience preferred

  • A+ preferred ​

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.

ActioNet is an Equal Opportunity/Affirmative Action employer

All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.

The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or JDobles@ActioNet.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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