Tier 1 Technical Support

Job Description

We have an excellent opportunity for a Service Desk Representative to join our talented IT Services team in support of a high-profile federal client. The ideal candidate will play a key role in delivering responsive and high-quality desktop support and technical assistance to end users across the organization.

Key Responsibilities:

• Serve as the first point of contact for end users via phone, email, and ticketing system, addressing a wide range of technical issues.

• Provide Tier I-level support for Windows desktop environments, including Microsoft Office applications, VPN connectivity, PIV credentials, mobile devices, and common hardware issues (monitors, docking stations, printers, etc.).

• Diagnose, troubleshoot, and resolve incidents and service requests efficiently, documenting actions in the ITSM platform (e.g., ServiceNow, Remedy, or equivalent).

• Escalate more complex or unresolved incidents to Tier II or Tier III support teams, ensuring proper handoff and continuity of service.

• Maintain accurate records of issues and resolutions, and follow up with users to ensure satisfaction and incident closure within SLA timeframes.

• Create and update knowledge base articles, FAQs, and standard operating procedures to support team knowledge sharing and improve first-contact resolution.

• Proactively monitor recurring issues, identify patterns or systemic problems, and recommend solutions to improve helpdesk efficiency.

• Participate in IT service improvement initiatives, system updates, and special projects as needed.

• Provide technical onboarding support for new users, including setup of accounts, hardware, and access to required applications.

• Ensure all interactions are delivered with professionalism, empathy, and a customer-first mindset.

Qualifications

Required Qualifications:

• 1–3 years of experience in a technical support/helpdesk or customer-facing IT role.

• Solid understanding of Windows operating systems, desktop applications, and standard troubleshooting practices.

• Familiarity with IT service management tools and ticket tracking systems.

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Ability to multitask and prioritize work effectively in a fast-paced environment.

• Must be able to obtain and maintain a government security clearance.

Preferred Qualifications:

• Experience supporting federal clients or government agencies.

• ITIL Foundation certification or familiarity with ITIL practices.

• A+ or other relevant CompTIA certifications.

• Experience with mobile device management (MDM) tools and support for iOS/Android.

• Familiarity with Active Directory, Exchange, or basic networking concepts.

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, 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!  

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 clie