Junior Service Desk Technician

Location: Washington, D.C. Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust ActioNet is seeking a seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry-level role provides first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. The ideal candidate will have 1–3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem-solving in a fast-paced environment. Hourly Rate $20-$24 Key Responsibilities • Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system • Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices • Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols • Document all support interactions in the ticketing system with clear, accurate, and timely updates • Assist in user account creation, password resets, and access management in Active Directory and other platforms • Help end users with troubleshooting VPN connections such as Zscaler • Follow standard operating procedures for common support requests and troubleshooting • Share new issues and solutions in the knowledge base to support team learning • Provide excellent customer service by maintaining a professional and empathetic approach in all interactions • Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery Minimum Qualifications • Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred) • 1–3 years of experience in a technical support or help desk role • Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware • Familiarity with ServiceNow or other ticketing systems • Strong communication, problem-solving, and interpersonal skills • Ability to prioritize and manage time effectively in a dynamic environment Preferred Qualifications • CompTIA A+, ITIL Foundations, or other relevant IT certifications • Experience supporting remote users or working in a multi-location organization • Exposure to Active Directory, Office 365, VPN, and remote desktop tools • Basic knowledge of ITIL, ITSM frameworks, or MSP environments • Familiarity with Microsoft Intune, Azure Portal, or Entra ID Work Environment • May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects • Position is onsite based on business needs • Standard hours of operation are 7:00am–6:00pm EST, Monday through Friday