Tier 2 IT Support Specialist Austin

NetImpact Strategies is seeking an experienced Tier 2 IT Support Specialist to handle advanced technical issues beyond Tier 1 including software hardware network and mobile device support. Youll work closely with Tier 1 escalate complex incidents create documentation and provide stellar support for end-users including VIP services and special events.

Key Responsibilities

• Develop and update Tier 1 scripts guides and knowledge base articles.
• Manage workstation moves adds and changes; support endpoint devices (laptops smartphones tablets).
• Administer UCC systemsvideo/web conferencing VoIP mobile device management (Intune) and print/digital signage support.
• Provide A/V coordination for webinars meetings and special events.
• Write and distribute how-to guides and service alerts and publish knowledge base content.
• Handle AD/Entra ID provisioning and maintenance.
• Escalate unresolved incidents to Tier 3 as needed.
• Deliver white glove support to VIP users.
• Generate ad-hoc reports as requested.

Required Qualifications

• 3 years of Tier 2 or advanced technical support experience
• Proficient in troubleshooting across cloud software hardware network and endpoint systems
• Experience with Microsoft 365 Teams Intune VoIP and UCC tools
• Skilled in Active Directory and Entra ID management
• Strong technical writing and communication skills

Preferred Qualifications

• Federal agency or public-sector support experience
• Familiarity with ServiceNow or similar ITSM systems
• Experience supporting A/V setups and digital signage
• Certifications such as CompTIA A Microsoft Modern Desktop or ITIL

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.