Service Desk Junior Support

Job Description

NetImpact Strategies is seeking Service Desk Junior Support professional to join our team, in support of a federal client onsite in Bethesda, MD.

The Service Desk Junior Support professional is motivated and enthusiastic, with a strong passion for IT support and problem-solving. He should be skilled in providing first-line technical assistance to end-users, resolving common hardware and software issues, and ensuring smooth IT operations. Proficient in managing service requests, troubleshooting basic technical problems, and escalating issues when necessary, he should be familiar with using ticketing systems and remote support tools. With a customer-focused mindset, he should maintain clear communication with users, and as a quick learner, he is eager to develop technical skills and grow in an IT support environment. 

Responsibilities: 

• First-Line Technical Support: Respond to incoming service requests from end-users, providing basic troubleshooting for hardware, software, and networking issues. 
• Ticket Logging and Management: Log service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates. 
• Issue Resolution: Troubleshoot and resolve common IT issues related to operating systems, applications, printers, email, and other user devices. 
• User Account Management: Assist in creating, modifying, and managing user accounts, passwords, and permissions in various systems. 
• Remote Support: Use remote desktop tools to assist users with troubleshooting and resolving issues without needing to be physically present. 
• Hardware Setup and Configuration: Assist with the setup and configuration of hardware, including desktops, laptops, printers, and peripherals for end-users. 
• Escalation of Complex Issues: Identify and escalate unresolved or complex technical issues to higher-level support teams or specialists as needed. 
• Maintain Knowledge Base: Contribute to the knowledge base by documenting solutions to common issues, troubleshooting steps, and user guides for future reference. 
• Provide Excellent Customer Service: Communicate effectively with end-users, providing clear instructions and maintaining a positive, professional attitude at all times. 
• Collaborate with Senior Support Teams: Work closely with senior support staff and other IT teams to learn and develop technical skills, ensuring efficient issue resolution and service delivery. 

Qualifications

Required

• Bachelor’s Degree in Information Technology, Computer Science, or a related field is a plus (but not always required). 
• 2-3 years of experience in an IT support or Service Desk role, providing technical assistance to end-users. 

Preferred

• CompTIA A  
• ITIL Foundation 
• Microsoft Certified: Windows Client 
• Previous Federal Consulting Experience

#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 and observe ALL 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").