ActioNet is hiring a Help Desk Technician in Bethesda, MD. This position requires a Secret clearance.
Primary Responsibilities:
• Serve as Tier 1 Help Desk support, acting as the initial point of contact for Bethesda end users.
• Respond to incidents, service requests, and trouble tickets using ServiceNow or other approved ITSM platforms.
• Deploy, configure, and support end-user devices (EUDs), including imaging via SCCM task sequences.
• Provide installation and troubleshooting for hardware, software, printers, and peripherals.
• Resolve routine issues with operating systems, Microsoft 365 applications, and connectivity; escalate to Senior Help Desk or higher-tier support as necessary.
• Ensure end-user devices remain compliant with STIG baselines, IAVM alerts, and security patch requirements.
• Support onboarding and offboarding of personnel, including SAAR-N (DD2875) forms and Virtual Check-In/Check-Out procedures.
• Maintain accurate records of user issues, resolutions, and system configurations in accordance with ITACS standards.
• Provide professional customer service through clear communication, prompt resolution, and courteous support.
• Assist with IG inspections and audits by preparing documentation and service desk reports.
Required Job Experience:
• 1–3 years of experience in Help Desk or End User Support in enterprise or DoD environments.
• Knowledge of Windows operating systems, Microsoft Office 365, and basic networking.
• Familiarity with IT service management (ITSM) ticketing systems such as ServiceNow.
• Basic understanding of DoD IT environments, STIGs, and RMF compliance requirements.
• Strong troubleshooting skills and a customer-first mindset.
Degree (Required or certifications below can be substituted in lieu of):
• Associate’s Degree in Information Technology, Computer Science, or related field.
Certification (Preferred one of the following in lieu of Required Degree):
• DoD 8570.01-M IAT Level I or II certification (e.g., A+, Network+, or Security+).
• HDI Support Center Analyst certification.
• Microsoft Certified: Modern Desktop Administrator Associate.
