What are the responsibilities and job description for the Desk Side Support Manager position at ActioNet?
DescriptionActioNet has an immediate opportunity for a Deskside Support Manager requiring a Public Trust - Level 5 Investigation, located in Washington, DC. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.Lead and manage the Deskside Support team to ensure exceptional IT support delivery for Department of Treasury end-users. The role includes maintaining high first-call resolution rates, ensuring system readiness, and coordinating large-scale IT operations such as office moves and new site setups. This position demands comprehensive technical expertise, excellent customer service, and a strong commitment to operational excellence.Key Responsibilities : Manage Deskside Support services during standard operating hours (7 AM–6 PM EST, Monday–Friday).Oversee installation, configuration, troubleshooting, and documentation of IT systems, hardware, and software.Respond to IT support requests via ServiceNow, email, and phone, with a focus on >
80% first-call resolution rates.Coordinate imaging, deployment, and recovery of IT assets, ensuring smooth onboarding / offboarding processes.Collaborate with Asset Management to verify and maintain accurate inventory records.Attend move committee meetings to plan and execute IT-related aspects of large office moves and new site setups.Ensure compliance with DoD security standards, including secure data wiping and imaging processes.Perform software installations, cabling adjustments, and network configuration tasks as needed.Develop and maintain standard software images for desktops, laptops, and mobile devices in line with organizational policies.Provide recommendations for system upgrades, enhancements, or replacements to meet evolving requirements.Qualifications : Required Certifications : CompTIA Security or equivalent DoD 8140M-compliant certification.Required Skills and Experience : Strong commitment to excellent customer service.Detail-oriented with sound decision-making and troubleshooting abilities.Proficiency in using ServiceNow for ticket management.Knowledge of Windows OS, Cisco networks, and Dell / HP IT equipment.Basic understanding of networking principles.Experience with Microsoft Active Directory administrative functions.Ability to lift IT equipment weighing up to 50 pounds.Strong aptitude for diagnosing and resolving OS, hardware, and software issues.Proficiency in using automated imaging tools for system configuration.Familiarity with configuring and troubleshooting peripherals, including printers, external drives, and mobile devices.Ability to back up and restore user data during hardware upgrades or replacements.Understanding of software patching, upgrades, and reliability best practices.Additional Responsibilities : Ensure all hardware / software installs, moves, additions, and changes are completed accurately and within one hour of scheduled time.Respond promptly to VIP service requests, ensuring notification to Executive Support within five minutes of logging the request.Maintain accurate asset inventory records, including equipment descriptions, serial numbers, and locations.Configure IT equipment to connect seamlessly to the DO local area network (LAN).CompTia Sec or Role based certification compliant to DoD 8140.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 ServicesAgile Software DevelopmentDevSecOpsCybersecurityHealth ITC4ISR & SIGINTData Center Engineering & OperationsEngineering & InstallationWhy 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 InsuranceVision InsuranceDental InsuranceLife and AD&D Insurance401(k) Savings PlanEducation and Professional TrainingFlexible Spending Accounts (FSA)Employee Referral and Merit Recognition ProgramsEmployee Assistance and Identity Theft ProtectionPaid Holidays : 11 per yearPaid Time Off (PTO)Disability Insurance
