Service Desk Analyst II

Job Description

NetImpact Strategies has an opportunity for a Service Desk Analyst II to provide advanced technical support within a federal IT Service Desk environment. This role serves as the second-tier escalation point for complex incidents and service requests that require deeper technical troubleshooting and systems knowledge. The Service Desk Analyst II works closely with Tier I analysts, engineers, and government stakeholders to ensure timely resolution of issues, adherence to Service Level Agreements (SLAs), and delivery of exceptional customer service in a hybrid (on-premises and cloud) IT environment; this position is hybrid in Arlington, VA.

 

Responsibilities

• Serve as Tier II escalation support for complex hardware, software, network, and application issues
• Troubleshoot and resolve advanced incidents that cannot be resolved at Tier I
• Analyze system configurations, identify root causes, and implement effective technical solutions
• Collaborate with Tier III engineers and specialized support teams for high-impact or enterprise-level issues
• Monitor and manage assigned ticket queues to ensure SLA compliance
• Provide detailed technical documentation of troubleshooting steps, findings, and resolutions
• Support VIP users with elevated responsiveness and professionalism
• Assist with equipment lifecycle management, including deployment, configuration, and replacement of laptops, mobile devices, and peripherals
• Provide onsite deskside support when remote resolution is not feasible
• Support conference room technology troubleshooting and operational readiness
• Contribute to knowledge base development by documenting repeatable solutions and process improvements
• Participate in equipment rollout initiatives and onboarding support
• Maintain compliance with federal IT security and privacy requirements

Qualifications

Required Qualifications

• Bachelor’s degree in Information Technology or related field (or equivalent professional experience)
• Minimum three (3) years of experience in a help desk or IT support environment
• Demonstrated experience troubleshooting Windows operating systems and Microsoft 365 environments
• Strong knowledge of networking fundamentals (VPN, DNS, DHCP, wireless connectivity)
• Experience supporting mobile device management and enterprise endpoint configurations
• Experience using enterprise ticketing and incident management systems
• Ability to diagnose and resolve complex technical issues independently
• Strong written and verbal communication skills
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential

Preferred Qualifications

• Experience supporting a federal or regulated environment
• ITIL Foundation certification
• CompTIA Network+, Security+, or similar certification
• Experience supporting hybrid cloud environments (Microsoft Azure, M365)
• Experience supporting distributed or mobile workforces
• Experience working in SLA-driven, performance-based contracts

Location Requirement

• Hybrid position with onsite support coverage required
• Work location: Arlington, VA
• Must be available during core business hours
• Participation in after-hours or on-call support rotations may be required

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 & 2020!
• 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 professional