Deskside Engineer

Job description

Position: Deskside Engineer Location: Blackstone, VA Clearance: Secret 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. Duties are: 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. Assist with 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. Maintain knowledge of organizational IT policies and procedures to ensure compliance. Deliver excellent customer service and maintain professionalism in all user interactions. Professional Qualifications/Skills 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. Relevant certifications such as CompTIA IT Fundamentals (ITF+) or A+ are preferred. 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. Candidates with specialized expertise, industry-recognized certifications, and strong Federal contracting experience may be considered at the higher end of the range. 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 up apart, we help our customers align their IT strategies with their business goals. Why ActioNet? It is simple. 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. We have been awarded the Washington Post Top Places to Work for 8 years in the row. What's in It For You? As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our 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 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.