IT Service Desk Specialist Senior

Job Description

We are seeking an experienced IT Service Desk Specialist - Level III to join our team in the DC, VA, MD area. The ideal candidate will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. This role requires excellent problem-solving skills, the ability to manage escalations, and proficiency in maintaining IT infrastructure.

*This role is 100% onsite

Responsibilities:

• Utilize the Government incident management system (currently MHS ServiceNow) to support all available ITSM processes.
• Provide on-site and/or remote support for office automation and IT services at all site locations.
• Ensure incidents are escalated appropriately when they fall outside the authority of the Infrastructure and Operations Division (IOD).
• Document support requirements in Service Level/Operational Level Agreements (SLA/OLA) and other support agreements.
• Assist in planning, installing, or maintaining local IT support infrastructure and services.
• Establish and maintain processes for efficient communication with the Global Service Center (GSC).
• Manage ITSM queue for incident management and escalation from the GSC to local deskside/on-site support.
• Provide technical support systems, including establishing and maintaining user accounts, data management, and scheduling coordination with Tier 3 and Program Management product teams.
• Notify users of planned or unplanned changes in system availability or performance.
• Monitor system performance and demand levels.
• Provide Tier 2 Help Desk support.
• Utilize managed systems to automate customer service, request management, incident management, problem management, and reporting for Readiness Systems applications.
• Document all processes and procedures for managing and supporting the Readiness Systems in the provided Standard Maintenance Manual (SMM).
• Support data transfer and management between NIPRNet and SIPRNet domains as per Government-approved protocols.
• Provide deskside user assistance for software, hardware, account-based, or connectivity problems that cannot be resolved remotely.
• Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required.
• Assist with office moves, including setup and support for workstations, monitors, printers, laptops, and mobile devices.
• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
• Identify, troubleshoot, and resolve information systems problems to minimize downtime.
• Assist computer users with hardware and software questions and problems.

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
• Six (6) years of progressive experience demonstrating the required proficiency.

Preferred

• Federal Consulting Industry Experience Preferred

#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").