Mid Tier 2 Support Specialist

We are seeking a skilled Tier 2 Service Desk Specialist to join our team.  This position is located in Beltsville, MD and/or Washington, D.C. As a crucial member of our IT support services, you will leverage your expertise to troubleshoot technical issues, provide exceptional customer service, and collaborate with diverse stakeholders. 

Responsibilities: 

• Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware 

• Handles problems that the first tier of help desk support is unable to resolve 

• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties 

• Recommends systems modifications to reduce user problems 

• Maintains currency and high level of technical skill in field of expertise 

• Escalates more complex problems to senior level  

• Provide second-level support for technical issues, including hardware, software, and network problems, ensuring timely resolution and minimal downtime 

• Collaborate with Tier 1 support and other IT teams to escalate and address complex issues efficiently. 

• Maintain accurate documentation of incidents, solutions, and service requests in the helpdesk ticketing system. 

• Conduct thorough analysis of recurring issues to identify root causes and implement preventive measures. 
• Provide mid level support for continuous and comprehensive support for hardware and software, including but not limited to, computers running Windows and Macintosh Operating Systems, mobile devices such as iOS and Android devices, as well as network and local printers, scanners, plotters, and video conferencing equipment.  

Required: 

• Minimum of 2 years of experience in a helpdesk or technical support role 

• Proficient in troubleshooting technical issues and providing excellent customer service 

• Strong collaboration skills to work effectively with technical and non-technical stakeholders 

• Must be eligible to pass government clearance requirements 

• Must be able to report to onsite locations  

Preferred 

• Previous Federal Consulting Experience Provided  

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, 2021,2022, & 2023!
• 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").