Help Desk Support Technician (Tier I)

• 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.

• 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 24+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Why ActioNet?

At ActioNet, our  is at the heart of everything we do:

• We are committed to make  and continue to invest in our ActioNeters
• We are committed to our customers by driving and sustaining 
• We are committed to give back to our , help others and make the world a better place for our next generation

ActioNet is proud to be named as a Top Workplace for the eleventh year in a row (2014 - 2024).   We have 98% of 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 exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our 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 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.