Help Desk Specialist III

NetImpact Strategies • Washington, DC

8h • Onsite

About The Position

NetImpact Strategies has an opportunity for a Help Desk Specialist III supporting a federal customer’s enterprise IT Service Desk and End User Support Services program. This role serves as a senior-level technical escalation point within a 24x7x365 service desk environment, providing advanced Tier III troubleshooting, complex incident resolution, and subject matter expertise across enterprise end user technologies. The Help Desk Specialist III supports high-impact technical issues, mentors junior staff, and contributes to continuous service improvement initiatives while ensuring compliance with established Service Level Agreements (SLAs) and federal IT security standards; this position is onsite in Washington, DC.

Requirements

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 5 years of progressive experience in IT service desk, desktop support, or end user services roles.
• CompTIA A+ certification (required for direct end-user support personnel).
• Advanced experience troubleshooting Windows operating systems and enterprise productivity suites (e.g., Microsoft 365).
• Strong knowledge of networking fundamentals, VPN connectivity, and endpoint troubleshooting.
• Experience performing root cause analysis and resolving complex technical issues.
• Experience using an enterprise IT ticketing system such as ServiceNow.
• Ability to work independently on high-visibility and mission-critical issues.
• Strong written and verbal communication skills.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Nice To Haves

• ITIL v4 Foundation certification.
• Experience supporting executive leadership or VIP users.
• Experience in a federal government or large enterprise IT environment.
• Familiarity with endpoint management tools, remote support platforms, and device lifecycle management.
• Experience contributing to continuous process improvement initiatives.
• Strong leadership and mentoring capabilities.

Responsibilities

• Serve as the Tier III escalation point for complex and high-priority technical incidents impacting end users and enterprise services.
• Perform advanced troubleshooting and root cause analysis across workstation hardware, operating systems, enterprise applications, network connectivity, VPN, and peripheral devices.
• Support in-person users at federal facilities and provide deskside technical assistance for escalated issues.
• Deliver remote advanced technical support to domestic and overseas federal offices.
• Coordinate with engineering, infrastructure, cybersecurity, and application teams to resolve enterprise-level incidents.
• Lead major incident support efforts in alignment with federal ITSM processes and established escalation procedures.
• Utilize ServiceNow (or designated ITSM platform) to document, track, and manage incidents through full lifecycle resolution.
• Identify recurring trends and recommend process, knowledge base, or technical improvements.
• Support executive-level users through enhanced support services as required.
• Assist with advanced hardware deployments, technology refresh initiatives, and complex break-fix scenarios.
• Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Provide mentorship, guidance, and technical training to Tier I and Tier II staff.
• Ensure strict adherence to SLAs, quality standards, and customer satisfaction metrics.
• Follow all federal information security, Controlled Unclassified Information (CUI) handling, and access control requirements.

Benefits

• Comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• 401(k) Plan – Immediately vested employer contributions; no matching required
• Generous Paid Time Off (PTO) policy
• Observe ALL ten (10) federal holidays
• Pet Insurance
• Tuition reimbursement
• Internal training programs
• Company-sponsored industry certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree