IT Service Desk Specialist Mid

Job Description

We are looking for a highly skilled IT Service Desk Specialist - Level II to provide exceptional support for office automation and IT services across DC, VA, and MD Site locations. The ideal candidate will manage incident handling, provide deskside support, and ensure effective communication with the Global Service Center (GSC). This role requires strong problem-solving skills, technical expertise, and the ability to maintain IT systems and processes efficiently.

Responsibilities:

• Utilize the Government's incident management system (currently MHS ServiceNow) to support all ITSM processes.
• Provide on-site and/or remote support for office automation and IT services across various site locations using Enterprise supported networks.
• Ensure proper escalation of incidents when necessary, documenting support requirements in approved SLAs/OLAs.
• Establish and maintain communication processes with the Global Service Center (GSC) for efficient incident resolution.
• Monitor and manage Incident Management support queues for quick resolution and escalation of incidents assigned to site-based support groups.
• Provide user assistance to resolve software, hardware, account-based, or connectivity problems that cannot be resolved remotely by the GSC Tier 1 or other Enterprise Support Teams.
• Establish and maintain user accounts and manage data transfers as needed.
• Notify users of planned or unplanned changes in system availability or performance.
• Monitor system performance and demand levels, ensuring efficient operation of IT services.
• Document all processes and procedures for managing and supporting Readiness Systems in the provided Standard Management Manual (SMM).
• Provide deskside support for LAN, WAN, wireless LAN, software, hardware, and network administration issues.
• Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required by Enterprise Support Teams and policies.
• Utilize managed Service Management Systems (SMSs) for automated management of customer service, request management, incident management, problem management, and reporting.
• Ensure all support processes and procedures are documented and adhered to according to the SMM.

Qualifications

Required

• Bachelor’s degree and/or equivalency.
• One or more of the following (IAT II)
  • CCNA-Security
  • CySA **
  • GICSP
  • GSEC
  • Security CE
  • CND
  • SSCP
• CE: Associate (professional preferred) level certification for supported technology.
• Four (4) years of progressive experience demonstrating the required proficiency.
• U.S. Citizen
• Secret Clearance

Preferred

• Federal Consulting Industry Experience Preferred

#LI-Hybrid

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!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

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").