Tier 1 IT Support Specialist
@ NetImpact Strategies Inc.

Hybrid
$60,000
Hybrid
Full Time
Posted 22 days ago

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XXXXXXXXXX XXXXXXXXXXXXX XXXXXXXXXX******* @netimpactstrategies.com
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Job Details

Job Description

NetImpact Strategies is seeking an experienced Tier 1 IT Support Specialist to serve as the first line of defense in the IT support structure for a federal customer. In this role, you will quickly and efficiently resolve basic and routine technical issues such as password resets, account unlocks, and network/software troubleshooting, while escalating more complex issues.

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.
  • Respond via voice, email, and self-service portal with live agent options.
  • Coordinate and resolve incidents through in-person, phone, and remote assistance.
  • Support desktop applications, enterprise tools (Microsoft 365, Exchange Online, Intune) and NCUA-specific systems.
  • Interface with Tier 2/3 teams and escalate unresolved issues using ServiceNow guidelines.
  • Update ServiceNow KB articles and monitor Tier 1 ticket queues for timely resolutions.

Qualifications

Required: Associates degree in computer science/information systems or 1+ year relevant experience; multi-channel support proficiency; strong troubleshooting; excellent communication; experience with ServiceNow or similar ITSM platforms.

Preferred: Familiarity with federal IT standards, experience with Microsoft 365, Intune, IVR/ACD systems, and knowledge base contributions.

Perks & Benefits

  • Comprehensive medical, dental, & vision insurance.
  • 401(k) Plan with immediate vested employer contributions.
  • Generous Paid Time Off plus wellness leave and observed federal holidays.
  • Pet insurance available.
  • Tuition reimbursement and company-sponsored training programs.
  • Dynamic work environment recognized as a Top Work Place.
  • Team building, community volunteering, and various employee events.

About NetImpact Strategies Inc.

NetImpact Strategies has been a trusted advisor for over a decade by driving digital transformation for the Federal Government. The company partners with customer agencies to deliver tailored, agile, and outcome-focused solutions across multiple domains including strategic consulting, process automation, cloud, DevSecOps, data and analytics, and cybersecurity.

Accessibility Note

NetImpact Strategies is committed to equal opportunity and providing reasonable accommodations as required by the ADA. Applicants needing accommodations should contact careers@netimpactstrategies.com.

Key skills/competency

Tier 1 IT Support, Help Desk, ServiceNow, Microsoft 365, Intune, Troubleshooting, IVR, ACD, Ticketing, Federal IT

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How to Get Hired at NetImpact Strategies Inc.

🎯 Tips for Getting Hired

  • Customize your resume: Highlight IT support and ServiceNow experience.
  • Research NetImpact Strategies: Understand their federal client work.
  • Emphasize troubleshooting skills: Provide clear examples in your application.
  • Prepare for technical interviews: Review network, software, and hardware scenarios.
  • Follow application guidelines: Ensure resume meets job description keywords.

📝 Interview Preparation Advice

Technical Preparation

Review ServiceNow ticket management processes.
Brush up networking and basic troubleshooting.
Study Microsoft 365 and Intune support documentation.
Practice call routing and IVR system basics.

Behavioral Questions

Explain customer handling during high call volume.
Describe teamwork with Tier 2/3 departments.
Share how you manage stressful support calls.
Discuss problem resolution and follow-up techniques.

Frequently Asked Questions