ActioNet, Inc Tier 3 Service Desk Technician in Germantown, Maryland

Tier 3 Service Desk Technician

IT/Cyber Security/Network Systems

Germantown, Maryland


Position at ActioNet

ActioNet has an immediate opportunity for a Tier 3 Service Desk Technician, located in Germantown, MD. Are you ready to join our great team? You would serve as an expert and consultant for ActioNet’s NOAA client, supporting the feasibility and methodology of IT service integration and managing the resolution of critical IT escalations. You will guide the development of mission-critical IT solutions that include the design, integration, and third-tier support of various hardware and software technologies in an enterprise environment.

You will provide daily oversight, tasking, mentoring, and training of one tier-2 support technicians. You will serve as the operational point of contact to government leadership.

What’s in it for you?

  • You will be stepping into a mature team where you can leverage your expertise in Windows System Administration to improve IT service delivery

Duties and Responsibilities:

  • Engineers, installs, configures, updates, and maintains Microsoft (MS) Windows servers in a large, complex environment

  • Designs and plans complex hardware deployments, software upgrades, and significant operational initiatives

  • Provides configuration, management, and troubleshooting support of all components of the Windows operating system.

  • Performs Tier-3 incident, request, change, and problem management via ServiceNow, to keep track of tasks, escalations, issues, and resolutions

  • Addresses and rectifies server problems, works with Microsoft or other vendors as necessary

  • Maintains and upgrades automated scripts for application products to facilitate operational tasks

  • Monitors system capacity (CPU, memory, ports, disk space, etc.) and takes appropriate action to report and correct any issues

  • Coordinates with Project Management, Security, Asset Management, and Service Desk teams as necessary for problem support and resolution

  • Manages and executes various enterprise IT projects from requirements to implementation.

  • Tests and deploys software updates and security patches to core infrastructure and servers

  • Researches, identifies, and analyzes trends of utilization and errors to improve availability and performance

  • Continuously seeking areas for process and quality improvement

  • Ensures team documentation is accurate and maintained

  • Conducts gap analyses as needed, and provides results and recommendations to management for review

  • Installs rack-mounted IT equipment, power, and network cabling

  • Develops project documentation such as project plan, high-level design, detailed design, requirements analysis and implementation plans.

  • Develops training documentation and Standard Operating Procedures for Systems Administrators

  • Modifies and manages Active Directory components for all users of the corporate LAN/WAN

  • Manages domain name services (DNS), directory services, and dynamic host configuration protocol (DHCP)

  • Schedules maintenance activities

  • Effectively leads a small team of Tier 2 Help Desk Technicians

  • Proactively and effectively communicates with the team, ActioNet PM, and Government POCs, both verbally and in written correspondence

  • Monitors the ticket queue, assigns tickets, verifies ticket completion

  • Provide weekly and monthly project status reports.

Basic Qualifications:

The candidate must possess the below skills:

  • 3+ years’ experience integrating systems using Windows Server 2016/2012/2008.

  • 3+ years’ experience in implementing and troubleshooting Active Directory Enterprise Architecture and Group Policy.

  • 3+ years’ experience in implementing and troubleshooting DNS/DHCP.

  • 3+ years’ experience in an enterprise network environment; with specific experience with wired, wireless, and VPN networking.

Preferred Qualifications:

-Bachelor’s degree in IT related field

  • Knowledge and skills with one or more of the following: MS Clustering, Citrix / Remote Desktop Services, Active Directory Certificate Services, VMware, SAN Provisioning, NIST/CIS Security Benchmarks, and Public Key Infrastructure (PKI).

  • ITIL v3 Foundations

  • MCSA: Server 2008 or 2012

  • High personal credibility, excellent communication, and leadership skills

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.

ActioNet is an Equal Opportunity/Affirmative Action employer

All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.

The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.