ActioNet, Inc. Careers - Service Desk Agent, Mid (IT Specialist)

Description

Service Desk Agent, Mid (IT Specialist)

Location: Washington, D.C.

Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

As a Mid-Level Service Desk Agent, you will be the primary point of contact for resolving day-to-day technical issues across the U.S. Department of the Treasury. You will troubleshoot, resolve, or escalate incidents and service requests while ensuring an excellent customer service experience. Based in Washington, D.C., this position is central to maintaining high first-call resolution rates and minimizing escalations.

Salary Range: 73K - 85K

Duties and Responsibilities

• Provide first-level technical support via phone, email, or ticketing system.

• Troubleshoot and resolve incidents and service requests per documented procedures.

• Accurately document all interactions in ServiceNow.

• Collaborate with Tier 2 and Tier 3 teams on complex issues.

• Meet or exceed SLAs and performance metrics (>90% first-call resolution).

Basic Qualifications (Required)

• U.S. Citizenship and eligibility for High Public Trust clearance.

• 1-8+ years of relevant IT support experience.

• Proficiency in Windows OS, Microsoft Office Suite, and common productivity tools.

• Experience with ITSM systems such as ServiceNow.

• Strong customer service, communication, and problem-solving skills.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.

• ServiceNow or other ITSM platform experience.

• Experience in federal government or large enterprise IT environments.

• ITIL Foundation certification or equivalent training.

Service Desk Agent, Junior (Junior IT Specialist)

Location: Washington, D.C.

Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

As a Junior Service Desk Agent, you will support Treasury Department end users with routine IT requests such as password resets, basic application assistance, and general troubleshooting. You will document all interactions in ServiceNow and contribute to the continuous improvement of the service desk knowledge base. Based in Washington, D.C., this role is ideal for IT professionals looking to grow their technical and customer service skills in a federal environment.

Duties and Responsibilities

• Provide first-level technical support via phone, email, or ticketing system.

• Resolve incidents and service requests following documented procedures.

• Accurately record all interactions in ServiceNow.

• Collaborate with senior team members on escalated issues.

• Meet or exceed SLAs and performance targets (>90% first-call resolution).

Basic Qualifications (Required)

• U.S. Citizenship and eligibility for High Public Trust clearance.

• 1-8+ years of relevant IT support experience.

• Proficiency in troubleshooting Windows OS, Microsoft Office Suite, and standard desktop tools.

• Experience with ITSM tools such as ServiceNow.

• Strong communication and customer service skills.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.

• Familiarity with ServiceNow or similar ITSM platforms.

• Experience supporting federal or large enterprise IT environments.

• ITIL Foundation certification or equivalent training.

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 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:

• 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