ActioNet, Inc Help Desk Specialist in Cambridge, Massachusetts

Help Desk Specialist

Client Technical Services Support & Training

Cambridge, Massachusetts


Position at ActioNet

Help Desk Specialist

This is a customer-facing role requiring excellent communication skills, a pleasant phone manner and a passion for consistently exceeding the expectations of our customers. Provide IT technical skills to a team that provides Tier 1 Call Center and Tier 2 Desktop troubleshooting to approximately 1500 users.

Responsibilities include:

  • Provide support for all IT related concerns and technologies; i.e. Windows7/10 Office 13/16, Exchange, Bomgar, Active Directory, File/Print Services etc.

  • Field phone calls or chats throughout the day from internal employees

  • Prioritize and evaluate a variety of technical issues

  • Ensure proper recording, documentation, and closure of tickets

  • Triage, resolve, and escalate issues to appropriate teams

  • Provide installation, configuration, and break-fix for desktops, laptops and peripherals.

  • Perform day-to-day responsibilities utilizing an IT Service Management System (RemedyForce) for ticket workflow management and documentation log database.

Skills Required:*

Essential job functions must include, strong analytical and troubleshooting skills. The ability to work in a team environment providing solutions to diagnose and resolve problems. Perform research if necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a functional understanding of Windows systems, applications, and be able to support the following technologies:

  • 5+ years of relevant IT experience demonstrating continuous technical career growth, in Microsoft environments.

  • Previous experience leading a service team

  • Strong organizational and time management skills

  • Strong verbal and written communication skills

  • Microsoft Windows 7 & 10 Operating Systems

  • Microsoft Office Suites 2013/2016

  • Microsoft Active Directory - User management

  • Microsoft Deployment Toolkit (MDT) for imaging

  • User State Migration Tool (USMT) for backing up user profiles

  • Symantec Endpoint Encryption

  • Microsoft file and print services

  • Blackberry and Apple Mobile Systems

  • Basic to intermediate LAN and WAN Networks

  • Remote connections and VPN Access

  • DELL and Apple PC hardware

  • Apple MAC Operating System (a plus)

Skills Preferred*

  • Require previous Help Desk or Desktop support experience, responding to incoming calls, email messages, and walk-up customers.

  • Experience with Endpoint Encryption formerly known as SafeBoot.

  • Remote VPN Access

  • Remedy service desk software

  • Ability to obtain a Public Trust security clearance.


  • Team Player, willing to share knowledge and pitch in wherever needed

  • Multi-tasking, Prioritization, and Time Management

  • Technical Aptitude – capable of handling a multitude of technical issues

  • Excellent written and verbal communication - Ability to accurately convey an issue

  • Patience & Flexibility

  • Ability to pivot and act in a timely manner

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.