> Markdown version of [/jobs/ext/2044122-help-desk-technician-mid-level-senior-level-2-openings](https://www.wearedevelopers.com/jobs/ext/2044122-help-desk-technician-mid-level-senior-level-2-openings). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - Mid-Level & Senior-Level (2 Openings) - **Company:** ActioNet, Inc. - **Location:** Gaithersburg, MD, United States - **Experience:** Experienced - **Salary:** $70,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Agile Methodology, Microsoft Azure, CompTIA Network+, CompTIA Security+, Databases, Desktop Computing, Scrum Methodology, Servicenow - **Published:** August 13, 2026 - **Apply:** https://www.careerjet.com/job/us1c8681f30b2642892f868696a651b242/eaa ## About the Role We are hiring for two (2) Help Desk Technician positions at the Mid-Level and Senior-Level. These roles provide technical support to end users by diagnosing, troubleshooting, documenting, and resolving computer, application, system, device, access, and performance issues. The ideal candidates will have strong customer service and technical troubleshooting skills, experience working with help desk systems and IT service management processes, and the ability to resolve issues efficiently while meeting established service level standards. Senior-level candidates will also help analyze help desk performance, support escalated issues, and mentor less experienced team members., Q Clearance is required for approximately 75% of staff in these positions. Candidates without an active Q Clearance may be considered for positions that do not require Q access., * Senior-Level: Bachelor's degree from an accredited university or college in a technical discipline. * Mid-Level: Associate's degree from an accredited university or college in a technical discipline. Mid-Level Help Desk Technician (Level III): * Minimum of three (3) years of experience performing help desk and technical support activities. * Experience identifying, researching, troubleshooting, and resolving complex technical problems. * Experience providing technical support to end users for computers, applications, systems, devices, hardware, access, and performance issues. * Experience documenting, tracking, and monitoring incidents and problems using applicable help desk, ticketing, or IT service management systems. * Experience responding to telephone, email, chat, and online technical support requests. * Experience coordinating with other technical teams, specialists, and support groups to resolve issues. * Ability to handle escalated issues and more complex technical problems. * Ability to train, coach, or assist less experienced team members. * Strong customer service, communication, troubleshooting, and problem-solving skills., * Minimum of six (6) years of experience utilizing product information, knowledge bases, or solution databases to research, troubleshoot, and deliver technical solutions. * Experience responding to end-user phone, email, chat, and online support requests. * Experience troubleshooting and resolving computer, application, system, device, access, hardware, and performance issues. * Experience documenting incidents and service requests using help desk, ticketing, or IT service management systems. * Experience advising users on methods, steps, and actions to resolve issues and prevent recurring problems. * Experience escalating issues to appropriate technical teams or support levels to achieve resolution. * Experience supporting software and device installations, upgrades, user profile setup, and password resets. * Experience meeting established service level agreements (SLAs) for response time, resolution, quality, and customer satisfaction. * Experience gathering and analyzing help desk metrics to evaluate performance and identify trends, recurring issues, and areas for improvement. * Experience supporting escalated and complex technical issues. * Ability to mentor, coach, and provide technical guidance to junior and mid-level help desk personnel. * Strong customer service, communication, analytical, and problem-solving skills. Preferred Certifications: * HDI Support Center Analyst (HDI-SCA) * HDI Desktop Support Technician (HDI-DST) * HDI Support Center Manager (HDI-SCM) - preferred for Senior-Level candidates * ITIL 4 Foundation * CompTIA A+ * CompTIA Network+ * CompTIA Security+ * Microsoft Certified: Endpoint Administrator Associate * Microsoft 365 Certified: Fundamentals * Microsoft Certified: Azure Fundamentals (AZ-900) * ServiceNow Certified System Administrator * Certified ScrumMaster (CSM) or equivalent Agile certification ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers)