Help Desk Specialist III

NetImpact Strategies has an opportunity for a Help Desk Specialist III supporting a federal customer's enterprise IT Service Desk and End User Support Services program. This role serves as a senior-level technical escalation point within a 24x7x365 service desk environment, providing advanced Tier III troubleshooting, complex incident resolution, and subject matter expertise across enterprise end user technologies. The Help Desk Specialist III supports high-impact technical issues, mentors junior staff, and contributes to continuous service improvement initiatives while ensuring compliance with established Service Level Agreements (SLAs) and federal IT security standards; this position is onsite in Washington, DC.

Responsibilities

Serve as the Tier III escalation point for complex and high-priority technical incidents impacting end users and enterprise services.
• Perform advanced troubleshooting and root cause analysis across workstation hardware, operating systems, enterprise applications, network connectivity, VPN, and peripheral devices.
• Support in-person users at federal facilities and provide deskside technical assistance for escalated issues.
• Deliver remote advanced technical support to domestic and overseas federal offices.
• Coordinate with engineering, infrastructure, cybersecurity, and application teams to resolve enterprise-level incidents.
• Lead major incident support efforts in alignment with federal ITSM processes and established escalation procedures.
• Utilize ServiceNow (or designated ITSM platform) to document, track, and manage incidents through full lifecycle resolution.
• Identify recurring trends and recommend process, knowledge base, or technical improvements.
• Support executive-level users through enhanced support services as required.
• Assist with advanced hardware deployments, technology refresh initiatives, and complex break-fix scenarios.
• Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Provide mentorship, guidance, and technical training to Tier I and Tier II staff.
• Ensure strict adherence to SLAs, quality standards, and customer satisfaction metrics.
• Follow all federal information security, Controlled Unclassified Information (CUI) handling, and access control requirements.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 5 years of progressive experience in IT service desk, desktop support, or end user services roles.
• CompTIA A+ certification (required for direct end-user support personnel).
• Advanced experience troubleshooting Windows operating systems and enterprise productivity suites (e.g., Microsoft 365).
• Strong knowledge of networking fundamentals, VPN connectivity, and endpoint troubleshooting.
• Experience performing root cause analysis and resolving complex technical issues.
• Experience using an enterprise IT ticketing system such as ServiceNow.
• Ability to work independently on high-visibility and mission-critical issues.
• Strong written and verbal communication skills.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience supporting executive leadership or VIP users.
• Experience in a federal government or large enterprise IT environment.
• Familiarity with endpoint management tools, remote support platforms, and device lifecycle management.
• Experience contributing to continuous process improvement initiatives.
• Strong leadership and mentoring capabilities.

Location Requirement

• Position is onsite in Washington, DC.
• May provide support to additional federal facilities including Fort Meade, MD; Culpeper, VA; Landover, MD; Williamsburg, VA; and overseas offices (remote support).
• Position supports a 24x7x365 operational environment and may require rotating shifts, evenings, weekends, or holidays as needed.

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").