IT Help Desk Tier II Analyst

Job Locations US-VA-Falls Church
Job ID
Helpdesk / Customer Support
Full Time

Job Description

We have an opportunity for a full-time IT Helpdesk Tier I/II Analyst to join our talented Operations team. The successful candidate will be highly motivated and provide support to our IT department.


Typical responsibilities include

  • Setup and configure new laptops
  • Setup Office 365 accounts for users.
  • Setup distribution lists and TEAM channels in Office 365.
  • Setup Office 365 SharePoint sites for domain users and external partner access.
  • Create policies, configure and monitor system access to maintain a highly secure Office 365 system.
  • Troubleshoot and resolve issues with user access to Office 365 services and computer hardware/software issues.
  • Assign software licenses and help users with installing the software
  • Assist with the administration of Microsoft Azure.
  • Log help desk requests into the tracking system as reported by users.
  • Maintain IT Assets tracking system.



  • Bachelor’s degree in Information Technology or related and a minimum of 3 years of direct experience; experience may be substituted in lieu of a degree
  • Experience in Office 365 Administration
  • Strong oral and written communication skills are required
  • Ability to problem-solve and use analytical abilities
  • Ability to program in a scripting language
  • Strong customer service and interpersonal skills
  • Excellent presentation skills in both oral and written form
  • Genuine desire to learn is essential
  • Ability to multi-task
  • Ability to work independently
  • US citizenship is required

Desired Skills

  • Experience with Microsoft Azure
  • Familiarity with laptop hardware configuration
  • Bachelor’s degree in Information Technology or related and a minimum of 6 years of direct experience
  • Responsible for managing the IT helpdesk support team
  • Leads daily operations and support function of the IT helpdesk support team
  • Identify opportunities to improve policies and SOPs for better customer service and more efficient service delivery.
  • Come up with new and maintain existing policies and SOPs to meet or maintain Cybersecurity Maturity Model Certification (CMMC) and ISO certifications.
  • Experience in managing an IT helpdesk support team
  • Experience in creating policies and SOPs
  • Experience with Cybersecurity policies and procedures
  • Familiarity of Cybersecurity Maturity Model Certification (CMMC), ISO 20000 and ISO 27001 standards

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 and observe ALL 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, 2020 & 2022!
  • Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet



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.



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



NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").


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