Help Desk Lead |

2 weeks ago

Washington, DC, United States ActioNet Full time
Overview

The Help Desk Lead is responsible for managing and coordinating Tier I/II/III Help Desk support and Asset Management. This role leads a team of technicians providing broad-based technical support to end-users in a high-profile environment. The Help Desk Lead ensures professional customer service and efficient resolution of IT issues.

Duties and Responsibilities
  • Lead a team of technicians providing technical support to over 3,200 users.
  • Provide support across Tier I (phone/email), Tier II (on-site), and Tier III (advanced break/fix).
  • Ensure professional appearance and demeanor of Help Desk staff.
  • Be onsite at the Fairchild Building in Washington, DC five days per week.
Basic Qualifications (Required)
  • Information Technology Infrastructure Library V4 (ITIL 4) certification.
  • Minimum of 5-8 years of experience in information systems management.
  • 3-5 years of supervisory experience.
  • Bachelors degree in Computer Science, Engineering, Information Systems, Business, or related field.
  • Industry-specific certification such as CompTIA A+, MCSE, or HDI.
  • Expert working knowledge of ServiceNow.
Preferred Qualifications
  • Experience in customer satisfaction tracking and quality control programs.
  • Excellent written and verbal communication skills.

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 26+ years of stellar past performance, ActioNet is the premier Trusted Innogrator

  • Advanced and Managed IT Services
  • Agile Software Development
  • DevSecOps
  • Cybersecurity
  • Health IT
  • C4ISR & SIGINT
  • Data Center Engineering & Operations

ActioNet is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). 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.

Whats 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 provide tools to be successful; you should bring your best ideas, 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 inclusion 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 ActioNets Benefits Program:

  • Medical Insurance
  • Vision 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

ActioNet is an equal opportunity employer and values inclusion 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.

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