IT Service Desk Specialist: Standard Support

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 Fort Sam Houston, TX. May require occasional travel.

Candidate must be eligible for a Secret Clearance.

Key Responsibilities

• Provide technical support via phone, email, or chat, resolving low to moderate issues with hardware, software, and systems.
• Troubleshoot and resolve software, hardware, and peripheral issues, ensuring compatibility with system requirements.
• Serve as the frontline technician by triaging tickets, logging support requests, and ensuring compliance with SLAs.
• Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
• Assess and configure devices connected to the LAN, ensuring proper integration and adjusting system settings or drivers as needed.
• Perform on-site maintenance and troubleshooting for government-owned hardware, including ADPE and mobile devices.
• Configure, reset, and adjust system and application software settings (including CMOS/BIOS) for optimal device performance.
• Provide excellent customer service, ensuring all support requests are resolved to the satisfaction of end users.
• Maintain accurate documentation of technical support activities in the ticketing system for tracking and reporting purposes.
• Stay up to date on the latest software, hardware, and troubleshooting techniques to ensure efficient problem-solving and support.

Qualifications

Required Qualifications and Certifications

• A minimum of 2 years of progressive experience demonstrating the required proficiency.
• High School Diploma or G.E.D.
• Candidate must be eligible for a Secret Clearance.
• IAT I certification compliant with DoD 8570.01-M requirements. (A+ CE, CCNA-Security, Network+ CE, SSCP)
• CE: Associate 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 in IT support or service desk technologies.
• Experience with 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").