ActioNet, Inc. Careers - Help Desk Lead

ActioNet-posted 3 months ago
$60,000 - $120,000/Yr
Full-time • Mid Level
Washington, DC
501-1,000 employees
Administrative and Support Services
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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.

  • 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.
  • 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.
  • Bachelor's 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.
  • Experience in customer satisfaction tracking and quality control programs.
  • Excellent written and verbal communication skills.
  • Medical Insurance
  • Vision Insurance
  • Dental 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
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