Tier 1 IT Support Specialist

Job Description

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

Key Responsibilities

• Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions
• Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues
• Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame
• Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation
• Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
• Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates
• Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required
• Writes knowledgebase articles for common problems
• Meets or exceeds established objectives for call resolution time and customer satisfaction

Qualifications

Required Qualifications

• High school diploma or G.E.D.
• Two or more years of technical training and/or up to two of the following certifications: A+, ITIL Foundation, HDI (CSR/SCA), other
• Experience working with Microsoft Office products - M365, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems
• Must meet government eligibility requirements

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 observe ten (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, 2021,2022, 2023, & 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 client's culture and organizational dynamics. NetImpact’s 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 NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s 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 NetImpact’s online employment application, please contact careers@netimpactstrategies.com .

Key skills/competency

• IT Support
• Help Desk
• Troubleshooting
• Windows OS
• Microsoft 365
• VPN Support
• Hardware Support
• Customer Service
• Incident Management
• Documentation