Help Desk Specialist 1

Job Description

NetImpact Strategies has an opportunity for a Help Desk Specialist I supporting a federal customer’s enterprise IT Service Desk and End User Support Services program. This role serves as a Tier I technical support professional within a 24x7x365 contact center environment, providing first-line IT assistance to federal staff, contractors, and overseas offices. The Help Desk Specialist I is responsible for triaging, documenting, and resolving technical incidents and service requests across multiple communication channels while ensuring high levels of customer satisfaction and adherence to defined Service Level Agreements (SLAs); this position is onsite in Washington, DC.

Responsibilities

• Serve as the first point of contact for end users seeking IT support via phone, email, chat, or self-service portal.
• Receive, document, categorize, prioritize, and resolve or escalate incidents and service requests in the ServiceNow ITSM platform.
• Provide Tier I troubleshooting support for workstation hardware, standard software applications, network connectivity, VPN access, and peripheral devices.
• Perform account management functions including password resets, account unlocks, and re-enablement in accordance with federal IT security policies.
• Utilize standardized triage questions to accurately classify and prioritize tickets and identify potential major incidents.
• Create and maintain complete and accurate ticket documentation, including troubleshooting steps and resolution details.
• Deliver remote technical support to overseas federal offices, including diagnostics, configuration checks, and guided hardware troubleshooting.
• Escalate complex issues to Tier II or Tier III support teams following established escalation procedures.
• Communicate clearly with customers throughout the support lifecycle, including providing ticket numbers and estimated resolution timelines.
• Contribute to knowledge base updates and follow established IT Service Management (ITSM) knowledge practices.
• Support executive-level users in accordance with established enhanced user support procedures when assigned.
• Adhere to defined SLAs for response, resolution, and customer satisfaction performance targets.
• Participate in required training, quality assurance reviews, and continuous improvement initiatives.

Qualifications

Required Qualifications

• High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• Minimum of 1 year of experience in an IT help desk, service desk, or technical support role.
• CompTIA A+ certification (required for direct end-user support personnel).
• Experience troubleshooting Windows-based operating systems and common desktop applications (e.g., Microsoft Office/M365).
• Experience using an IT ticketing system (e.g., ServiceNow or similar).
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users.
• Ability to follow established federal IT security and information handling procedures.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Preferred Qualifications

• ITIL v4 Foundation certification or familiarity with IT Service Management principles.
• Experience supporting users in a federal government environment.
• Experience providing remote support across multiple geographic locations or time zones.
• Familiarity with VPN troubleshooting and basic network connectivity diagnostics.
• Experience contributing to or utilizing a knowledge base system.
• Strong documentation skills and attention to detail.
• Ability to work effectively in a fast-paced, SLA-driven contact center environment

Location Requirement

• Primary work location: Washington, DC.
• May provide support to additional federal facilities including Fort Meade, MD; Culpeper, VA; Landover, MD; Williamsburg, VA; and overseas offices (remote support).
• Position may require onsite support and participation in a 24x7x365 operational environment, including rotating shifts as needed.
• Limited travel between supported sites may be required.

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

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 [email protected].

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").