Tier 1 Help Desk (Remote)

Job Description

We have an opportunity for a Remote Tier 1 Help Desk to join our talented team in support of a Federal client. Qualified candidates can work remotely. 

 

Responsibilities include supporting a geo-graphically dispersed, multi-disciplined technical team providing end user help desk support services. The successful candidate will have a demonstrated ability to learn 

  

Responsibilities:   

• Provide remote technical support to federal client over 24x7 coverage in shifts.  

• Document problem completely within timeframe before escalating to next level support. 

• Provide remote technical support for in scope workstations and mobile devices.  

• Maintain related documentation for incidents, work orders, change requests, and project tasks.  

• Develop and maintain support documentation in centralized knowledge base.  

• Adhere to client SOPs.  

• Simulate and recreate customer issues to resolve operational difficulties.  

• Develop and maintain program artifacts throughout the lifecycle of the initiative.  

• Monitor self and team KPIs; ensure performance metrics are met or exceeded.  

• Participate in continuous improvement initiatives.  

• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.  

• Actively liaise with technical federal and vendor escalations.  

• Work with peers to ensure appropriate support coverage.  

• Escalates more complex issues, as appropriate, to next level technicians.  

• Promote and encourage a “one team” attitude at all levels internally and externally.  

 

Qualifications

Required

• BS/ degree from an accredited college (preferred)  

• Experience with managing customer expectations and delivering the highest level of quality customer service  

#LI-Remote

About Us

Perks of working at NetImpact Strategies

• 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 and observe ALL 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!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

 

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an