Service Desk Analyst II

Service Desk Analyst II

Net Impact Strategies has an opportunity for a Service Desk Analyst II to provide advanced technical support within a federal IT Service Desk environment. This role serves as the second-tier escalation point for complex incidents and service requests that require deeper technical troubleshooting and systems knowledge. The Service Desk Analyst II works closely with Tier I analysts, engineers, and government stakeholders to ensure timely resolution of issues, adherence to Service Level Agreements (SLAs), and delivery of exceptional customer service in a hybrid (on-premises and cloud) IT environment;

this position is hybrid in Arlington, VA.

• Serve as Tier II escalation support for complex hardware, software, network, and application issues.
• Troubleshoot and resolve advanced incidents that cannot be resolved at Tier I.
• Analyze system configurations, identify root causes, and implement effective technical solutions.
• Collaborate with Tier III engineers and specialized support teams for high‑impact or enterprise‑level issues.
• Monitor and manage assigned ticket queues to ensure SLA compliance.
• Provide detailed technical documentation of troubleshooting steps, findings, and resolutions.
• Support VIP users with elevated responsiveness and professionalism.
• Assist with equipment lifecycle management, including deployment, configuration, and replacement of laptops, mobile devices, and peripherals.
• Provide onsite deskside support when remote resolution is not feasible.
• Support conference‑room technology troubleshooting and operational readiness.
• Contribute to knowledge base development by documenting repeatable solutions and process improvements.
• Participate in equipment rollout initiatives and onboarding support.
• Maintain compliance with federal IT security and privacy requirements.

• Bachelor's degree in Information Technology or related field (or equivalent professional experience).
• Minimum three (3) years of experience in a help desk or IT support environment.
• Demonstrated experience troubleshooting Windows operating systems and Microsoft 365 environments.
• Strong knowledge of networking fundamentals (VPN, DNS, DHCP, wireless connectivity).
• Experience supporting mobile device management and enterprise endpoint configurations.
• Experience using enterprise ticketing and incident management systems.
• Ability to diagnose and resolve complex technical issues independently.
• Strong written and verbal communication skills.
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential.

• Experience supporting a federal or regulated environment.
• ITIL Foundation certification.
• CompTIA Network+, Security+, or similar certification.
• Experience supporting hybrid cloud environments (Microsoft Azure, M365).
• Experience supporting distributed or mobile work forces.
• Experience working in SLA‑driven, performance‑based contracts.

• Hybrid position with onsite support coverage required.
• Work location:
  
  Arlington, VA.
• Must be available during core business hours.
• Participation in after‑hours or on‑call support rotations may be required.

• 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 Workplace in 2019 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet.

Net Impact Strategies Inc. (Net Impact) has been a Trusted Advisor driving impact through digital transformation…