Tier 2 Helpdesk Analyst

Job Locations US-TX-San Antonio
Job ID
Helpdesk / Customer Support
Full Time

Job Description

We have an opportunity for a Service Desk Representative to join our talented ServiceNow practice to serve a federal client’s desktop support helpdesk. This position is onsite in San Antonio, TX.


Typical responsibilities include

  • Provides first contact for moderately complex customer inquiries, incidents, and requests via phone calls, emails, and web submissions.
  • Assists customers in resolving technical incidents and problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues.
  • Follows up with customers to ensure that customer inquiries, requests, and incidents are resolved in the agreed upon time frame.
  • Logs and tracks tickets using a service management application and maintains up-to-date ticket records and related documentation.
  • Efficiently and effectively identifies, evaluates, triages, and prioritizes customer tickets.
  • Analyzes and evaluates reports and makes recommendations to reduce help desk call rates.
  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required.
  • Writes knowledgebase articles for common problems.
  • Meets or exceeds established objectives for time to respond, mean time to resolve, and customer satisfaction.


  • High school diploma or G.E.D
  • 2+ years of technical training /or (two) of the following certifications: A+, ITIL foundation, HDI (CSR/SCA), other 2 or more years of technical or customer support experience
  • Experience working with Microsoft Office products, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems.
  • Must meet government eligibility requirements
  • Ability to work independently and remotely full time, if required
  • Genuine desire to learn is essential.

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 careers@netimpactstrategies.com.



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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