Tier 1 IT Support Specialist Tempe

NetImpact Strategies is seeking an experienced Tier 1 Enterprise IT Help Desk Support professional to serve as the first line of defense in the IT support structure for a federal customer. As the initial point of contact youll quickly and efficiently resolve basic and routine technical issuessuch as password resets account unlocks network and software troubleshootingminimizing disruption to users workflows. Youll also create and escalate tickets for issues beyond Tier 1 scope ensuring seamless service continuity.

Key Responsibilities

• Provide and manage toll-free SPOC access for all end users and the public.
• Manage IVR and ACD systems to collect track queue and route incoming calls and contacts per NCUA cloud managed services requirements.
• Respond to issues via voice email and self-service portal; ensure option to connect to a live agent.
• Coordinate and resolve incidents and service requests in-person by phone and through remote assistance tools.
• Provide Tier 1 support for desktop applications enterprise tools (Microsoft 365 Exchange Online Intune) and NCUA-specific systems (e.g. SFTP portal HRLinks).
• Interface with Tier 2/3 teams AOS SOC CSIRT and other IT service providers for escalated issues.
• Escalate unresolved issues to higher-tier support per guidelines.
• Update ServiceNow KB articles with Tier 2 feedback to enhance Tier 1 and self-service effectiveness. ServiceNow1Giva1
• Resolve common support requestsnetwork access passwords account unlockson the first contact. Giva
• Follow ServiceNow and NCUA SOPs: open update with work notes escalate if no response after three attempts in 72 hours and close tickets appropriately.
• Monitor and manage Tier 1 ticket queues to ensure timely and effective resolution.

Required Qualifications

• An associates degree in computer science information systems engineering or related field or a minimum of one (1) year of experience in a relevant IT area
• Proficient in managing multi-channel support (phone email tickets).
• Strong troubleshooting skills for hardware software and network issues.
• Excellent written and verbal communication with empathy and customer focus.
• Experience using ServiceNow or comparable ITSM platforms for ticket and knowledge management.
• Ability to collaborate with Tier 2/3 teams and communicate escalation paths.

Preferred Qualifications

• Familiarity with federal agency IT standards and compliance requirements.
• Experience supporting Microsoft 365 Intune and enterprise applications.
• Working knowledge of IVR/ACD systems and call routing technologies.
• Experience contributing to and maintaining knowledge bases and self-service portals.

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.