IT Service Desk Specialist II

NetImpact Strategies • San Antonio, TX

2d • $50,000 - $60,000 • Onsite

About The Position

NetImpact Strategies, Inc. is hiring an IT Service Desk Specialist II to support a federal agency. The position is 100% onsite in San Antonio, Texas, and may require occasional travel. Candidates must be eligible for a Secret Clearance.

The role provides end-user technical support for hardware, software, and systems issues through phone, email, and chat, including call overflow support during peak periods or reduced staffing. The specialist troubleshoots and resolves issues, handles moderate to highly complex escalations, maintains government-owned equipment, and documents support activity in the ticketing system. The role also involves installing and configuring operating systems, office automation software, network protocols, peripherals, and hardware and software updates, followed by testing to confirm systems are operational.

The required qualifications include at least four years of progressive IT service desk or related technical support experience, a bachelor's degree and/or equivalency, eligibility for a Secret Clearance, and an IAT II certification meeting DoD 8570.01-M requirements. Associate-level certification is required; professional level is preferred. Experience supporting federal customers, familiarity with Microsoft systems and network troubleshooting, and prior federal consulting experience are preferred.

The posted salary range is $50,000–$60,000. The company notes that compensation depends on factors such as skills, experience, training, location, and benefits packages. Benefits include medical, dental, and vision insurance; employer 401(k) contributions; paid time off, wellness leave, and federal holidays; pet insurance; tuition reimbursement; training and company-sponsored certifications; and team, wellness, and community activities.

Requirements

• At least four years of progressive experience in IT service desk or related technical support roles.
• Bachelor’s degree and/or equivalency.
• Must be eligible for a Secret Clearance.
• IAT II certification as specified by DoD 8570.01-M, such as CCNA-Security, GICSP, GSEC, Security+ CE, or SSCP; associate-level certification is required, with professional level preferred.
• Ability to work 100% onsite in San Antonio, Texas; occasional travel may be required.

Nice To Haves

• 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.
• Professional-level certification.

Responsibilities

• Provide end-user technical support by phone, email, and chat for hardware, software, and systems issues, including call overflow support during peak periods or reduced staffing.
• Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and serving as an escalation path for moderate to highly complex technical issues.
• Use Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft operating systems and office automation software.
• Provide onsite maintenance for government-owned desktops, laptops, and mobile devices, and manage repairs and modifications of LAN-connected devices.
• Configure and troubleshoot peripherals such as printers, monitors, and scanners, and address hardware, software, system, and peripheral issues remotely and onsite.
• Document all stages of support in the ticketing system, including problem identification, resolution, and final disposition.
• Install, configure, and troubleshoot common network protocols, including TCP/IP and wireless protocols.
• Resolve issues involving automation hardware, software, systems, and peripherals onsite, at the support center, or remotely.
• Perform hardware and software updates and test standalone and network-connected configurations to ensure systems are fully operational after repairs.
• Contribute to the development and maintenance of a knowledge management system to improve support efficiency.

Benefits

• Comprehensive medical, dental, and vision insurance, starting the first of the month after joining.
• 401(k) plan with immediately vested employer contributions; no matching required.
• Paid time off.
• One additional paid wellness leave day per calendar year.
• Ten federal holidays observed.
• Pet insurance.
• Tuition reimbursement.
• Internal training programs.
• Company-sponsored industry certifications.
• Team-building activities, community volunteering, quarterly headquarters days, wellness events, happy hours, and family events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level