IT Service Desk Specialist - Mid

We are currently seeking a highly capable and experienced IT Service Desk Specialist - Level II to join our team in Great Lakes, IL. As an IT Service Desk Specialist, you will be responsible for providing comprehensive support for incident and request management, delivering high-quality customer service, and ensuring efficient resolution of IT issues. If you have a strong background in IT support, excellent communication skills, and a commitment to delivering exceptional service, we encourage you to apply for this position.

Responsibilities

• Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
• Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
• Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
• Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
• Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
• Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
• Manage user access to systems and applications, ensuring compliance with security policies and procedures.
• Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
• Identify opportunities for process improvement within the service desk operations and implement solutions to enhance service delivery.
• Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
• Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
• Facilitate knowledge transfer sessions to ensure users are equipped with the necessary skills and knowledge to utilize IT resources effectively.
• Assess the training needs of users and develop tailored training programs to address identified gaps.
• Create and maintain user manuals, guides, and other documentation to support IT training efforts.
• Gather feedback from training participants to evaluate the effectiveness of training programs and identify areas for improvement.
• Manage the scheduling, coordination, and logistics of IT training programs to ensure successful execution.
• Provide support and training to users during the implementation of new technologies to facilitate smooth transitions and minimize disruptions.
• Promote a culture of continuous learning by encouraging users to participate in ongoing training and development opportunities.
• Engage with stakeholders to understand their training requirements and ensure alignment with organizational goals and objectives.
• Regularly update training materials and documentation to reflect changes in IT systems, applications, and processes.

Required

• IAT II: Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Associate (professional preferred) level certification for supported technology as approved by the COR.
• Four (4) years of progressive experience demonstrating the required proficiency.
• Bachelor’s degree and/or equivalency.
• Secret Clearance

Preferred

• Current or past DHA support experience preferred
• Federal Consulting Industry Experience Preferred

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

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.

EQUAL OPPORTUNITY EMPLOYER

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").