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

ActioNet, Inc.
Washington, District of Columbia
Full Time

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Description

Location: Washington, D.C.

Estimated Start Date: 3-5 weeks

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

As a Senior Service Desk Agent, you will serve as a Tier 2 expert supporting a high-visibility federal program for the U.S. Department of the Treasury. This role is key in resolving complex technical issues at the first point of contact while helping modernize the service desk model. The position is based in Washington, D.C.

Salary Range: 90,000-103,000

Duties and Responsibilities

Provide first-level technical support via phone, email, or ticketing system.
Resolve incidents and service requests in accordance with documented procedures.
Document all user interactions in ServiceNow.
Collaborate with Tier 3 and engineering teams on escalated issues.
Meet or exceed SLAs and performance targets (including >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 using ITSM platforms such as ServiceNow.
Strong communication and customer service skills.

Preferred Qualifications

CompTIA A+, Network+, or Security+ certification.
ITIL Foundation certification or training.
Experience in federal government or large enterprise IT environments.
Familiarity with modern ITSM frameworks and best practices.

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: