IT Service Desk Specialist Mid

1 week ago

Falls Church Virginia, United States NetImpact Strategies Full time
Job Description

We are seeking a highly skilled IT Service Desk Specialist to provide exceptional support for office automation and IT services across multiple site locations. The ideal candidate will manage incident handling, provide deskside support, and ensure effective communication with the Global Service Center (GSC).

Key Responsibilities:
  • Utilize the Government's incident management system to support all ITSM processes.
  • Provide on-site and/or remote support for office automation and IT services using Enterprise supported networks.
  • Ensure proper escalation of incidents when necessary, documenting support requirements in approved SLAs/OLAs.
  • Establish and maintain communication processes with the Global Service Center (GSC) for efficient incident resolution.
  • Monitor and manage Incident Management support queues for quick resolution and escalation of incidents assigned to site-based support groups.
  • Provide user assistance to resolve software, hardware, account-based, or connectivity problems that cannot be resolved remotely by the GSC Tier 1 or other Enterprise Support Teams.
  • Establish and maintain user accounts and manage data transfers as needed.
  • Notify users of planned or unplanned changes in system availability or performance.
  • Monitor system performance and demand levels, ensuring efficient operation of IT services.
  • Document all processes and procedures for managing and supporting Readiness Systems in the provided Standard Management Manual (SMM).
  • Provide deskside support for LAN, WAN, wireless LAN, software, hardware, and network administration issues.
  • Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required by Enterprise Support Teams and policies.
  • Utilize managed Service Management Systems (SMSs) for automated management of customer service, request management, incident management, problem management, and reporting.
  • Ensure all support processes and procedures are documented and adhered to according to the SMM.
Qualifications:
  • Required:
    • Bachelor's degree and/or equivalency.
    • One or more of the following certifications: IAT II, CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP, or CE: Associate (professional preferred) level certification for supported technology.
    • Four (4) years of progressive experience demonstrating the required proficiency.
    • U.S. Citizen.
    • Secret Clearance.
  • Preferred:
    • Federal Consulting Industry Experience.

About Us:

NetImpact Strategies is a trusted advisor driving impact through digital transformation for the Federal Government. 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 have 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.

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