IT Service Desk Specialist II

NetImpact Strategies • Fort Sam Houston, TX

13d • Onsite

About The Position

NetImpact 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.

Requirements

• 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.

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.

Responsibilities

• 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.

Benefits

• 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, 2021,2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

What This Job Offers

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