Service Desk Support

Job Description

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

The Service Desk Support professional is dedicated and customer-oriented, with a strong background in providing first-line technical support and troubleshooting for end-users. He should be skilled in managing and resolving service requests, incidents, and IT issues related to hardware, software, and network services. Proficient in using ticketing systems and remote support tools, he should maintain clear communication with users to ensure a smooth IT experience. Adept at diagnosing problems and offering effective solutions, he should focus on ensuring high levels of user satisfaction. A team player, he thrives in a fast-paced environment and continuously seeks to improve both technical and customer service skills. 

Responsibilities: 

• Provide First-Line Support: Respond to and resolve incoming service requests and incidents from end-users, providing efficient and timely solutions. 
• Troubleshoot IT Issues: Diagnose and resolve technical problems related to hardware, software, operating systems, and networks via phone, email, or remote desktop tools. 
• Ticket Management: Log, track, and escalate incidents and service requests using a ticketing system, ensuring that all issues are properly documented and updated. 
• Provide Technical Guidance: Offer clear instructions and guidance to end-users for resolving common technical issues or performing basic troubleshooting steps. 
• Software and Hardware Support: Assist users with the installation, configuration, and troubleshooting of software applications, operating systems, and hardware peripherals. 
• Monitor and Respond to Alerts: Monitor systems and applications for alerts and proactively respond to issues to minimize downtime and disruptions to end-users. 
• User Account Management: Create, modify, and manage user accounts and permissions, ensuring users have appropriate access to systems and applications. 
• Provide Remote Support: Use remote desktop tools to access and troubleshoot end-user systems, resolving issues without the need for on-site visits. 
• Escalation of Complex Issues: Escalate unresolved or complex issues to higher-level support teams or specialists when needed, ensuring timely resolution. 
• Maintain Knowledge Base: Update and maintain a knowledge base with common troubleshooting steps, solutions to recurring issues, and relevant documentation for self-service support. 

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").