Deskside Engineer

Duties

• Respond to and resolve basic IT support requests via phone, email, or ticketing systems.
• Troubleshoot hardware, software, and network connectivity issues for end-users.
• Provide guidance on the use of IT systems, applications, and tools.
• Document and track service requests, resolutions, and user interactions in a ticketing system.
• Escalate unresolved or complex issues to higher-level support teams.
• Aid in the setup, configuration, and maintenance of end-user devices such as desktops, laptops, and peripherals.
• Perform routine system checks and updates to ensure functionality and security.
• Support onboarding processes by configuring accounts and devices for new users.

Requirements

• 1-2 years of basic understanding of IT systems, hardware, software, and networking concepts.
• 1-2 years of experience with common operating systems (e.g., Windows, macOS) and productivity tools (e.g., Microsoft Office Suite).
• 1-2 years of experience with ticketing systems and documentation of support activities.
• Knowledge of basic cybersecurity practices and safe computing principles.
• Ability to manage multiple service requests and prioritize tasks effectively.
• Strong problem-solving and troubleshooting skills for resolving technical issues.
• Excellent communication and interpersonal skills to assist non-technical users.
• Customer service orientation with a focus on user satisfaction.

Qualifications

• Relevant certifications such as CompTIA IT Fundamentals (ITF+) or A+ are preferred.

Benefits

• Salary up to $138,000, depending on qualifications, including relevant certifications, education, years of experience, and demonstrated experience supporting Federal Government programs within the field.

Pay

• Up to $138,000, based on qualifications, experience, and certifications.

Schedule

• Nightly shifts, rotating weekends.

Company Overview

ActioNet is a dynamic, award-winning SEI CMMI Level 4 and ISO 20000/ISO 27000 I Certified IT Services Firm that specializes in Enterprise Software Development involving Full Lifecycle Methodology, Project Management, Information Systems Security, Systems Integration and Training. ActioNet is committed to quality exemplified by our continual efforts to enhance how we do business. Our vision is what sets us apart, we help our customers align their IT strategies with their business goals.

About the Role

The Deskside Engineer serves as the first point of contact for technical support, escalating complex issues to higher-level support teams as needed, and maintaining detailed records of service interactions.