Remote Tier 2 Technician

Job Locations US
Job ID
Helpdesk / Customer Support
Full Time

Job Description

We have an immediate opportunity for a Help Desk Technician to join our talented team in support of a Federal client.  Responsibilities include support in overseeing and managing a geo-graphically dispersed, multi-disciplined technical team providing end user help desk support services. The successful candidate will have prior experience providing technical support and managing similar tasks, developing schedules for program or project activities, and providing recommendations or alternative solutions to manage program, project, and technical risks. *Hours for this role are Thursday, Friday (6 AM - 3:30 PM ET) and Saturday, Sunday (6 AM- 6 PM ET)


  • Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
  • Provide on-site and remote technical support for in scope workstations, scientific equipment, and mobile devices.
  • Maintain related documentation for incidents, work orders, change requests, and project tasks.
  • Develop and maintain support documentation in centralized knowledge base.
  • Adhere to client SOPs.
  • Simulate and recreate customer issues to resolve operational difficulties.
  • Develop and maintain program artifacts throughout the lifecycle of the initiative.
  • Monitor self and team KPIs; ensure performance metrics are met or exceeded.
  • Participate in continuous improvement initiatives.
  • Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.
  • Actively liaise with technical federal and vendor escalations.
  • Participate in on-call support.
  • Recommends system modifications, if required, to reduce user problems.
  • Promote and encourage a “one team” attitude at all levels internally and externally.



  • BS/MS degree from an accredited college (preferred)
  • 4 years of relevant, applicable professional experience in managing end user IT support services
  • ITIL Certification (preferred)
  • CompTIA A+, Security+ Certification (preferred)
  • Experience with managing customer expectations and delivering the highest level of quality customer service
  • BMC Remedy experience
  • ServiceNow experience a plus
  • Experience executing the lifecycle of technology refresh activities
  • Working knowledge of Federal IT (including HW and SW) and cybersecurity requirements, policies, and standards
  • Possess or ability to obtain a Tier 4 High Risk Public Trust Clearance


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!
  • 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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