Senior IT Service Desk Specialist: Expert Support

Job Description

NetImpact Strategies, Inc. is seeking to hire a Senior IT Service Desk Specialist to support a Federal Agency. This role is located 100% onsite in Fort Sam Houston, TX. May require occasional travel. Candidate must be eligible for a Secret Clearance. 

Key Responsibilities

• Provide advanced technical support and act as an escalation point for resolving complex hardware, software, and systems-related issues.
• Provide clear, concise, and effective communication of technical information to both end users and management.
• Maintain up-to-date technical knowledge to ensure effective resolution of issues and improve overall support quality.
• Manage call overflow during peak periods, ensuring support requests are logged in the ticketing system per service level agreements.
• Perform on-site maintenance for government-owned equipment, ensuring full operational status after repairs, including testing both standalone and network-connected workstations.
• Install, configure, and troubleshoot Microsoft Operating Systems, office automation software, and network protocols (TCP/IP, wireless).
• Document all support activities in the ticketing system for government review and reporting.
• Configure and troubleshoot peripherals, including printers, monitors, scanners, and address hardware, software, systems, and peripheral issues both remotely and on-site.
• Manage repairs, additions, and modifications to LAN-connected devices, ensuring network compatibility, and contribute to the development of the ticketing system knowledge base.
• Ensure system security and functionality through regular testing and troubleshooting to meet performance standards.

Qualifications

Required Qualifications and Certifications

• A minimum of 6 years of progressive experience demonstrating the required proficiency.
• Bachelor’s degree and/or equivalency.
• Candidate must be eligible for a Secret Clearance.
• IAT II certification compliant with DoD 8570.01-M requirements. (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP, CySA+ **)
• CE: Professional level certificate.
• Ability to work 100% onsite in Fort Sam Houston, TX. May require occasional travel.

Preferred Qualifications and Certifications

• Previous Federal Consulting Experience.
• Additional certifications or advanced expertise in supported technologies.
• Experience working within Federal or DoD systems and 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").