Senior IT Service Desk Specialist: Vocera Advance Support

Key Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems through various communication channels, including phone, email, or chat.
• Resolve computer software and hardware problems and serve as the escalation path for moderate to highly complex technical issues.
• Provide support during call overflow periods and off-peak hours when reduced staff availability is required.
• Gather and analyse user requirements to design and implement call flows tailored to specific workflows, conducting face-to-face engagements with wards and departments to assess and enhance Vocera communication workflows while coordinating feedback with Government personnel.
• Perform functionality testing of the Vocera system after server or network maintenance to ensure uninterrupted operation and reliability.
• Monitor and track the usage of deployed communication devices, including Vocera badges and associated user accounts, to maintain an accurate inventory and ensure proper functionality.
• Conduct site surveys, gather requirements, and design tailored call flows to optimize workflows, such as medical or ward functions and manage the status of devices, including cellular and other managed/unmanaged devices.
• Track and document the disposition, functionality, and physical location of devices, including inventory details such as make, model, serial number, End of Life (EOL), and End of Support (EOS) dates.
• Maintain and update active Vocera user accounts and associate phone numbers with individual users to ensure proper communication mapping.
• Create detailed technical documentation and maintain accurate records in ticketing systems for problem resolution and final disposition.

Required Qualifications and Certifications

• Six (6) years of progressive experience in IT service desk support or a related field.
• Bachelor’s degree and/or equivalency.
• Candidates must be eligible for a Secret Clearance.
• IAT II certification [(CCNA-Security), GICSP, GSEC, Security CE, SSCP)] as per DoD 8570.01-M requirements.
• Ability to work 100% onsite in Fort Sam Houston, TX.

Preferred Qualifications and Certifications

• Advanced certifications in supported technologies or related fields.
• Familiarity with Federal Healthcare Agency systems and infrastructure.
• Previous Federal Consulting Experience.

#LI-Onsite

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").