Senior IT Service Desk Specialist

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 Ellsworth Air Force Base, South Dakota.

Candidates must be eligible to pass a background investigation and hold an IAT II certification in accordance with DoD 8570.01-M.

Key Responsibilities:

• Supervise IT Service Desk staff, troubleshoot system issues, assist users with hardware/ software problems, and handle customer inquiries via phone, email, and other channels.
• Oversee survey planning, design, data collection, and analysis, ensuring accuracy, reliability, and proper reporting while maintaining knowledge base guidelines.
• Manage IT support operations, including inventory tracking, device lifecycle maintenance, escalations, vendor coordination for repairs, quality checks, and status reporting.
• Manage IT service desk operations, including ticket handling, troubleshooting, software/hardware support, user assistance, and escalation of issues.
• Oversee equipment lifecycle, including installation, configuration, maintenance, cybersecurity compliance, inventory management, and vendor coordination.
• Provide reporting, emergency support, and ongoing IT process improvements, ensuring compliance with agency’s policies and maintaining operational efficiency.
• Manage call queues, support Call Center telephony, perform system installs and upgrades, and create scripts while ensuring IT security compliance.
• Prepare reports on SITREPs, budgets, performance requirements summary (PRS) metrics, risks, and performance, providing weekly briefings on personnel status and corrective actions.
• Track asset inventory, equipment transfers, and IT service metrics, ensuring efficient operations and timely issue resolution.
• Maintain RMF packages, ensuring security compliance, system assessments, and continuous monitoring before deployment.

Qualifications

Required Qualifications and Certifications:

• Experience: Six (6) years of progressive experience demonstrating the required proficiency.
• Education: Bachelor’s degree and/or equivalency.
• IAT II certification as required by DoD 8570.01-M (e.g., Security+ CE, CCNA Security, CySA+).
• CE: Professional level certificate for supported technology.
• Ability to work onsite in Ellsworth Air Force Base, South Dakota.

Preferred Qualifications and Certifications:

• Previous Federal consulting experience.
• Experience working with ticketing systems and IT service management processes.
• Familiarity with DoD policies and enterprise IT environments.

#LI-Onsite

About Us

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!  

ABOUT US 

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 careers@netimpactstrategies.com. 

EQUAL OPPORTUNITY EMPLOYER 

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").