IT Service Desk Specialist II

Job Description

Net Impact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal agency.

This role is located 100% onsite in San Antonio, TX. May require occasional travel.

Candidates must be eligible for a Secret Clearance.

• Provide technical support to end users through phone, email, or chat for hardware, software, and systems issues and support for call overflow during peak time or reduced staff.
• Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and act as the escalation path to resolve moderate to highly complex technical issues.
• Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
• Provide on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN‑connected device repairs and modifications.
• Configure and troubleshoot peripherals, including printers, monitors, scanners, and address hardware, software, systems, and peripheral issues both remotely and on‑site.
• Document all stages of support, including problem identification, resolution, and final disposition in the ticketing system.
• Install, configure, and troubleshoot common network protocols to include TCP/IP and wireless protocols.
• Resolve issues with automation hardware, software, systems, and peripherals on‑site, at the support center, or remotely.
• Ensure systems are fully operational after repairs, testing both standalone and network‑connected configurations and perform hardware and software updates.
• Contribute to the development and maintenance of a knowledge management system to enhance support efficiency.

• A minimum of four (4) years of progressive experience in IT service desk or related technical support roles.
• Bachelor's degree and/or equivalency.
• Candidates must be eligible for a Secret Clearance.
• IAT II certification (CCNA‑Security, GICSP, GSEC, Security+ CE, SSCP) as per DoD 8570.01-M requirements.
• CE:
  Associate (professional preferred) level certification.
• Ability to work 100% onsite in San Antonio, TX. May require occasional travel.

• Experience supporting federal customers in a service desk or IT support capacity.
• Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
• Previous Federal Consulting Experience.