Tier 1 Technical Support
Tier 1 Technical Support
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description
We have an excellent opportunity for a Service Desk Representative to join our talented IT Services team in support of a high-profile federal client. The ideal candidate will play a key role in delivering responsive and high-quality desktop support and technical assistance to end users across the organization.
Key Responsibilities:
Serve as the first point of contact for end users via phone email and ticketing system addressing a wide range of technical issues.
Provide Tier I-level support for Windows desktop environments including Microsoft Office applications VPN connectivity PIV credentials mobile devices and common hardware issues (monitors docking stations printers etc.).
Diagnose troubleshoot and resolve incidents and service requests efficiently documenting actions in the ITSM platform (e.g. ServiceNow Remedy or equivalent).
Escalate more complex or unresolved incidents to Tier II or Tier III support teams ensuring proper handoff and continuity of service.
Maintain accurate records of issues and resolutions and follow up with users to ensure satisfaction and incident closure within SLA timeframes.
Create and update knowledge base articles FAQs and standard operating procedures to support team knowledge sharing and improve first-contact resolution.
Proactively monitor recurring issues identify patterns or systemic problems and recommend solutions to improve helpdesk efficiency.
Participate in IT service improvement initiatives system updates and special projects as needed.
Provide technical onboarding support for new users including setup of accounts hardware and access to required applications.
Ensure all interactions are delivered with professionalism empathy and a customer-first mindset.
Qualifications
Required Qualifications:
13 years of experience in a technical support/helpdesk or customer-facing IT role.
Solid understanding of Windows operating systems desktop applications and standard troubleshooting practices.
Familiarity with IT service management tools and ticket tracking systems.
Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
Ability to multitask and prioritize work effectively in a fast-paced environment.
Must be able to obtain and maintain a government security clearance.
Preferred Qualifications:
Experience supporting federal clients or government agencies.
ITIL Foundation certification or familiarity with ITIL practices.
A or other relevant CompTIA certifications.
Experience with mobile device management (MDM) tools and support for iOS/Android.
Familiarity with Active Directory Exchange or basic networking concepts.
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 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 & 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 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 outcome-focused 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 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 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 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 NetImpacts online employment application please contact.
Employment Type
Full-Time
