Senior ServiceDesk Support Staff

NetImpact Strategies is seeking an experienced Senior Service Desk Support Staff to join our onsite team in Bethesda, MD. The ideal candidate will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. This role requires excellent problem-solving skills, the ability to manage escalations, and proficiency in maintaining IT infrastructure. 

Provide senior 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.  Establish and develop the support technologies and mentor staff in the basic applications on both new and existing technologies.  Design and support modern technology and processes to create, manage, and deploy Operating System images for Windows and Macintosh computer systems that meet or exceeds configuration baseline requirements. 

Responsibilities 

• Provide on-site and/or remote support for office automation and IT services at all site locations. 

• Assist in planning, installing, or maintaining local IT support infrastructure and services. 

• Manage ITSM queue for incident management and request fulfillment. 

• Provide technical support systems, including establishing and maintaining user accounts, data management, and scheduling coordination for issues resolution. 

• Notify users of planned or unplanned changes in system availability or performance. 

• Provide Tier 2 Help Desk support. 

• Utilize managed systems to automate customer service, request management, incident management, problem management, and reporting. 

• Document all processes and procedures 

• Provide deskside user assistance for software, hardware, account-based, or connectivity problems that cannot be resolved remotely. 

• Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required. 

• Assist with office moves, including setup and support for workstations, monitors, printers, laptops, and mobile devices. 

Required 

• 3 years of experience demonstrating the required proficiency. 

• Significant experience trouble shooting and resolving desktop/laptop hardware and software issues 

Preferred 

• Federal Consulting Industry Experience Preferred 

• ITIL Foundation certification V4

#LI-Onsite

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").