Senior IT Service Desk Specialist: Vocera Advance Support

NetImpact Strategies • San Antonio, TX

9h • 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 Fort Sam Houston, TX. May require occasional travel.
Candidates must be eligible for a Secret Clearance.

Requirements

• Six (6) years of progressive experience in IT service desk support or a related field.
• 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.
• Ability to work 100% onsite in Fort Sam Houston, TX.

Nice To Haves

• Advanced certifications in supported technologies or related fields.
• Familiarity with Federal Healthcare Agency systems and infrastructure.
• Previous Federal Consulting Experience.

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems through various communication channels, including phone, email, or chat.
• Resolve computer software and hardware problems and serve as the escalation path for moderate to highly complex technical issues.
• Provide support during call overflow periods and off-peak hours when reduced staff availability is required.
• Gather and analyse user requirements to design and implement call flows tailored to specific workflows, conducting face-to-face engagements with wards and departments to assess and enhance Vocera communication workflows while coordinating feedback with Government personnel.
• Perform functionality testing of the Vocera system after server or network maintenance to ensure uninterrupted operation and reliability.
• Monitor and track the usage of deployed communication devices, including Vocera badges and associated user accounts, to maintain an accurate inventory and ensure proper functionality.
• Conduct site surveys, gather requirements, and design tailored call flows to optimize workflows, such as medical or ward functions and manage the status of devices, including cellular and other managed/unmanaged devices.
• Track and document the disposition, functionality, and physical location of devices, including inventory details such as make, model, serial number, End of Life (EOL), and End of Support (EOS) dates.
• Maintain and update active Vocera user accounts and associate phone numbers with individual users to ensure proper communication mapping.
• Create detailed technical documentation and maintain accurate records in ticketing systems for problem resolution and final disposition.

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