Technical Support Specialist - ActioNet, Inc

ActioNet has an immediate opportunity for a Technical Support Specialist in Newport, RI. This will require a Top-Secret Clearance. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

Target Start Date: Q1 2025

Primary Responsibilities:
• Provide technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components.
• Follow Master Incident Management Plan.
• Provide tiered-level customer support by coordinating software, hardware, network, and security issue resolution.
• Install, configure, troubleshoot, maintain, and train customers on technical systems.

Required Job Experience:
• Provide Tier 1 support through multiple omni-channels and in-person for incidents and requests.
• Open, transfer, and close tickets within the Service Level Agreement (SLA).
• Administer Windows networks, VDI architecture, and IOS platforms.
• Communicate effectively with customers and peers.
• Provide first-class information technology service, promoting a positive image, delivering results, and meeting key performance indicators.
• Act as a knowledge expert and functional team member, understanding customer needs and business processes to provide specialized support.
• Lift computers, printers, and hardware devices.
• Support hours are 0700-1700 Monday through Friday.

Technical Skills:
• Proficient with operating systems, application software, network infrastructure, network protocols, and Information Technology Infrastructure Library (ITIL) standards.
• Use automated tools for remote access, problem identification, trend analysis, and resolution.
• Troubleshoot, recover, adjust, modify, and improve IT systems.
• Strong oral and written communication skills, including functional, business rule, standard operating procedures, user, and policy documentation.
• Knowledge of information security principles for computers, networks, software, and operating systems.
• Diagnose and resolve customer-reported system incidents, problems, and events.
• Install and configure hardware, software, and peripheral equipment.
• Administer accounts, network rights, and access to systems and equipment.
• Monitor and report computer system performance.
• Knowledge of cybersecurity principles, cyber threats, and vulnerabilities.
• Familiarity with Service Desk best practices.
• Experience with Cloud computing service models including Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Service (PaaS) in private, public, and hybrid environments.

Degree (Required or certifications below can be substituted in lieu of):
• BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.

Certification (Preferred one of the following in lieu of Required Degree):
• CompTIA A+
• CompTIA Network+
• Certified Network Defender (CND)
• CompTIA Security+
• GIAC Foundational Cybersecurity Technologies (GFACT)

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

Core Capabilities:

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

Why ActioNet?

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

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). 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.

What's 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 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 values diversity 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 ActioNet’s Benefits Program:

• 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

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.

********Direct Applicants, only.  No Agencies, No third-party recruiters, please********