IT Service Desk Specialist II

IT Service Desk Specialist IIJob 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.

Job :

Category:
Helpdesk / Customer Support

Type:
Full Time

Job Location s: US-TX-Fort Sam Houston

• 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 Transmission Control Protocol (TCP)/Internet Protocol (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, ensuring systems are fully operational after repairs.
• 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.

#LI-Onsite

At Net Impact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $48,000-$60,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what Net Impact, in good faith, could compensate at the lowest and most high end of the salary market.

In general, Net Impact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.

• 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, one (1) additional day of paid wellness leave per calendar year, and observe 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, , 2023, & 2024!
• Have fun and celebrate and give back
  - Team building activities, community volunteering, quarterly HQ days,…