Service Desk Analyst I

NetImpact Strategies has an opportunity for a Service Desk Analyst I to provide front-line IT support to a federal customer in a fast-paced, SLA-driven environment. This role serves as the first point of contact for all IT-related incidents and service requests, delivering high-quality customer service while troubleshooting hardware, software, and connectivity issues across a hybrid (on-premises and cloud) IT infrastructure. The Service Desk Analyst I is responsible for timely ticket triage, documentation, resolution, and escalation to ensure minimal disruption to mission operations; this position is hybrid in Arlington, VA.

Responsibilities

Serve as the first point of contact (Single Point of Contact) for IT incidents and service requests
• Receive, log, and document tickets via phone, email, chat, walk-up, and voicemail channels
• Classify and triage incidents and service requests within required timeframes
• Troubleshoot and resolve common hardware, software, network, and mobile device issues
• Provide remote and occasional onsite support to end users
• Deliver professional, high-quality customer service to a diverse and geographically dispersed workforce
• Perform daily follow-ups and provide status updates on open tickets
• Escalate complex incidents to Tier II or Tier III support teams when necessary
• Support equipment provisioning, deployment, and loaner device issuance
• Assist with laptop, mobile device, and peripheral rollout initiatives
• Support conference room equipment checks and troubleshooting
• Accurately update ticket documentation to reflect troubleshooting steps and resolution status
• Operate within defined Service Level Agreements (SLAs) and performance metrics
• Maintain compliance with federal IT security and privacy requirements

Required Qualifications

• Associate's or Bachelor's degree in Information Technology or related field (or equivalent professional experience)
• Minimum one (1) year of experience in a help desk, service desk, or IT support role
• Experience using enterprise ticketing systems
• Strong troubleshooting skills for Windows-based systems and Microsoft Office 365
• Familiarity with basic networking concepts (VPN, Wi-Fi, connectivity troubleshooting)
• Experience supporting laptops, mobile devices, and peripheral equipment
• Ability to document technical issues clearly and accurately
• Strong customer service and 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 or familiarity with IT Service Management (ITSM) practices
• Experience supporting hybrid cloud environments (Microsoft 365/Azure)
• Experience supporting VIP users
• CompTIA A+, Network+, or similar certification

Location Requirement

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

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 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 applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").