Service Desk Analyst II

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

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

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").