Help Desk Support (Technical Support Specialist)

ActioNet is hiring a Technical Support Specialist (Help Desk Support) to deliver reliable help desk support onsite in Newport, RI. The role includes 0700-1700 Monday through Friday hours and requires a Top-Secret Clearance, with sponsorship available for the ideal candidate.

What you’ll be doing

In this position, you’ll support customers as they use client-level hardware and software, following established and approved organizational process components. You will provide tiered, coordinated assistance across software, hardware, network, and security to drive timely resolution.

• Provide technical support to customers utilizing client-level hardware and software in line with approved organizational process components
• Follow the Master Incident Management Plan
• Coordinate tiered customer support for issues involving software, hardware, network, and security
• Install, configure, troubleshoot, maintain, and train customers on technical systems

You’ll also work the service desk workflow, ensuring requests and incidents move through the correct process. This includes opening, transferring, and closing tickets while meeting service expectations.

• Provide Tier 1 support through multiple omni-channels and in-person support for incidents and requests
• Open, transfer, and close tickets within the Service Level Agreement (SLA)

Core technical focus

• Administer Windows networks, VDI architecture, and IOS platforms
• 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
• Use automated tools for remote access, problem identification, trend analysis, and resolution
• Troubleshoot, recover, adjust, modify, and improve IT systems

Security awareness is built into day-to-day work. You’ll apply knowledge of information security and cybersecurity concepts to support computers, networks, software, and operating systems.

• Apply knowledge of information security principles
• Apply knowledge of cybersecurity principles, cyber threats, and vulnerabilities

How you’ll work with others

You’ll represent the service desk with clear customer and peer communication, producing results while supporting key performance indicators. You’ll also act as a knowledge resource and functional team member, aligning support with customer needs and business processes.

• Communicate effectively with customers and peers
• Provide first-class IT service by 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
• Use strong oral and written communication, including documentation covering functional details, business rules, standard operating procedures, user guidance, and policy documentation

Requirements

• Support hours: 0700-1700 Monday through Friday
• Lift computers, printers, and hardware devices
• Proficiency with operating systems, application software, network infrastructure, network protocols, and ITIL standards
• Familiarity with Service Desk best practices
• Knowledge of Service Level Agreement (SLA) processes
• Experience with cloud computing service models including SaaS, IaaS, and PaaS in private, public, and hybrid environments

Education and certification

Required (or substituted): BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science from an ABET accredited or CAE designated institution.

Preferred certifications (in lieu of the degree):

• CompTIA A+
• CompTIA Network+
• Certified Network Defender (CND)
• CompTIA Security+
• GIAC Foundational Cybersecurity Technologies (GFACT)

Technologies

• Windows networks
• VDI architecture
• IOS platforms
• Information Technology Infrastructure Library (ITIL)
• Service Level Agreement (SLA)
• Software as a Service (SaaS)
• Infrastructure as a Service (IaaS)
• Platform as a Service (PaaS)

Application details

• Direct applicants only
• No Agencies, no third-party recruiters, please