IT Service Desk Specialist II

NetImpact Strategies, Inc. is seeking to hire IT Service Desk Specialist - Level II to support a Federal Agency.  

Government clearance requirements for this role require candidates to maintain a Secret Clearance

Location: Walter Reed National Military Medical Center (WRNMMC) Bethesda, MD. 

Key Responsibilities: 

• Serve as a point of contact for end users via phone, email, or chat, providing technical assistance, advice, and problem analysis for hardware, software, and systems. 
• Resolve software and hardware issues, escalating moderate to highly complex problems when required, and specializing in certain technologies to better assist customers. 
• Provide support during call overflow or peak periods to ensure consistent service coverage. 
• Serve as first point of contact for technical assistance, providing troubleshooting for PCs, laptops, printers, and other devices, and escalating issues to Tier III or GSC when needed. 
• Deliver timely resolutions and quality customer service per established SLAs, using ServiceNow to manage and track tickets. 
• Maintain SOPs and service catalogs for software installation, hardware configuration, and troubleshooting, establishing timelines and protocols for complex problems. 
• Support asset management by imaging, deploying, and updating inventory for desktops, laptops, and portable devices, including preparing systems for yearly In-Service Exams. 
• Perform additional tasks as assigned, including DRMO duties, printer administration, entitlement management, and unblocking CACS. 
• Provide on-site or help desk support across the facility, gathering user feedback and suggestions for workspace development. 
• Maintain existing business and clinical systems, ensuring accurate and complete government asset inventory. 
• Ensure compliance with command training, orientation, competency verification, and other employment requirements in line with MTF policies and departmental guidelines. 
• Report to Team Leads and Branch Chief, follow direction to maintain a safe environment, and promote staff and patient safety through accepted safety and infection control standards. 
• Participate in meetings, customer service initiatives, and process improvement efforts, providing timely and relevant information as needed. 
• Support onboarding by assisting with orientation, training, and evaluation of newly assigned personnel, and perform other duties or temporary assignments as required. 
• Maintain a clean, safe, and orderly work environment, while using systems such as ServiceNow and other clinical or business applications, including completing bi-weekly workload documentation. 

Required Qualifications and Certifications:  

• Ability to meet required government clearances: Tier 3 (T3) Investigation. 
• Four (4) years of progressive experience demonstrated the required proficiency.  
• Bachelor’s degree and/or equivalency. 
• IAT II certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP) 
• CE: Associate level certificate for supported technology as approved by COR.

Preferred Qualifications and Certifications:  

• Professional-level certification in IT support, service management, or cybersecurity (e.g., CompTIA, Microsoft). 
• Experience with ServiceNow or other ticketing/workload systems. 
• Experience with imaging, deployment, and hardware lifecycle management. 
• Strong documentation, troubleshooting, and communication skills. 
• Previous Federal Consulting Experience. 

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

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").