Junior Service Desk Technician

Junior Service Desk Technician | Req#4709

Location:Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

Client:U.S. Department of the Treasury – Departmental Offices
Location:Washington, DC (On‑site/Hybrid depending on contract requirements)
Clearance:Ability to pass a federal background investigation
Employment Type:Full‑time, Contractor

We are seeking a motivated
Junior Service Desk Technician
to support the Department of the Treasury’s Enterprise Service Desk. This role is ideal for early‑career IT professionals seeking hands‑on experience in a federal environment while developing strong technical troubleshooting and customer service skills.

As the first point of contact for all IT inquiries, you will help resolve technical issues related to software, hardware, account access, mobile devices, and remote connectivity. Candidates should be reliable, customer‑focused, and ready to grow in a fast‑paced environment, while documenting all work in Service Now.

• Serve as the initial point of contact via phone, email, and ticketing system
• Provide courteous, professional, and timely customer service
• Create, update, and triage tickets within Service Now
• Document all work performed accurately and consistently
• Troubleshoot Tier 1 issues involving:
  • Password resets and account lockouts
  • Outlook, Teams, One Drive, and Share Point
  • Laptop, docking station, and peripheral issues
  • Network and Wi‑Fi connectivity
  • Remote access / VDI / Zscaler issues
  • Mobile device (iPhone/iPad) support
• Follow standard operating procedures and knowledge articles
• Escalate tickets to Tier 2 when appropriate
• Collaborate with senior team members on escalated issues.
• Meet or exceed SLAs and performance targets

• U.S. Citizenship with the ability to obtain High Public Trust Clearance
• 1–3+ yearsof experience in IT support, helpdesk operations, or service desk roles
• Associate's degreein Information Technology, Computer Science, or a related discipline.
• Preferred certifications:
  
  CompTIA Security+and/or Microsoft Certified:
  Endpoint Administrator Associate.
• Proficiency troubleshooting Windows OS and Microsoft Office Suite
• Experience using ITSM tools such as Service Now
• Strong communication, customer service, and problem-solving skills
• Ability to follow detailed procedures and work in an SLA‑driven environment

• ITIL Foundation certification or equivalent training
• CompTIA Security +, or HDI Support Center certification (nice‑to‑have), and/or Microsoft Certified:
  Endpoint Administrator Associate.
• Experience supporting federal or large enterprise IT environments
• Familiarity with Service Now workflows, ticket categories, and reporting

• Service Desk Hours of Operation are between 7 AM – 10 PM ET
• Occasional schedule adjustments based on mission needs

Actio Net 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, Actio Net is the premier Trusted Innogrator!

• Advanced and Managed IT Services
• Agile Software Development
• Dev Sec Ops
• Cybersecurity
• Health IT
• C4
  
  ISR & SIGINT
• Data Center Engineering & Operations

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