IT Service Desk Specialist II

Job Description

NetImpact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal agency.

This role is located 100% onsite in San Antonio, TX. May require occasional travel.

Candidates must be eligible for a Secret Clearance.

Key Responsibilities

• Provide technical support to end users through phone, email, or chat for hardware, software, and systems issues and support for call overflow during peak time or reduced staff .
• Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and Act as the escalation path to resolve moderate to highly complex technical issues.
• Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
• Provide on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN-connected device repairs and modifications.
• Configure and troubleshoot peripherals, including printers, monitors, scanners, and address hardware, software, systems, and peripheral issues both remotely and on-site.
• Document all stages of support, including problem identification, resolution, and final disposition in the ticketing system.
• Install, configure, and troubleshoot common network protocols to include Transmission Control Protocol (TCP)/Internet Protocol (IP) and wireless protocols.
• Resolve issues with automation hardware, software, systems, and peripherals on-site, at the support center, or remotely.
• Ensure systems are fully operational after repairs, testing both standalone and network-connected configurations and Perform hardware and software updates, ensuring systems are fully operational after repairs.
• Contribute to the development and maintenance of a knowledge management system to enhance support efficiency.

Qualifications

Required Qualifications and Certifications

• A minimum of four (4) years of progressive experience in IT service desk or related technical support roles.
• Bachelor’s degree and/or equivalency.
• Candidates must be eligible for a Secret Clearance.
• IAT II certification [(CCNA-Security), GICSP, GSEC, Security+ CE, SSCP)] as per DoD 8570.01-M requirements.
• CE: Associate (professional preferred) level certification.
• Ability to work 100% onsite in San Antonio, TX. May require occasional travel.

Preferred Qualifications and Certifications

• Experience supporting federal customers in a service desk or IT support capacity.
• Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
• Previous Federal Consulting Experience.

#LI-Onsite

About Us

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $50,000-60,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.

Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact [email protected].

Required Qualifications and Certifications - A minimum of four (4) years of progressive experience in IT service desk or related technical support roles. - Bachelor’s degree and/or equivalency. - Candidates must be eligible for a Secret Clearance. - IAT II certification [(CCNA-Security), GICSP, GSEC, Security+ CE, SSCP)] as per DoD 8570.01-M requirements. - CE: Associate (professional preferred) level certification. - Ability to work 100% onsite in San Antonio, TX. May require occasional travel. Preferred Qualifications and Certifications - Experience supporting federal customers in a service desk or IT support capacity. - Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting. - Previous Federal Consulting Experience. #LI-Onsite