Senior IT Service Desk Specialist Vocera Advance Support

NetImpact Strategies Inc. is seeking to hire an IT Service Desk Specialist to support a Federal agency.

This role is located 100 onsite in Fort Sam Houston TX. May require occasional travel.

Candidates must be eligible for a Secret Clearance.

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 offpeak hours when reduced staff availability is required.
• Gather and analyse user requirements to design and implement call flows tailored to specific workflows conducting facetoface 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.
• Bachelors degree and/or equivalency.
• Candidates must be eligible for a Secret Clearance.
• IAT II certification (CCNASecurity) GICSP GSEC Security CE SSCP) as per DoD 8570.01M 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.

#LIOnsite

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 observeten 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 & companysponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 20 & 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 outcomefocused solutions addressing both strategic and tactical requirements. We design and implement comprehensive tailored solutions that are both mindful of the clients culture and organizational dynamics. NetImpacts core values and commitment to a customer and resultsoriented 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 NetImpacts policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individuals disability. Consistent with this policy of nondiscrimination 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 NetImpacts online employment application please contact.

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).