Help Desk Specialist II

NetImpact Strategies has an opportunity for a Help Desk Specialist II supporting a federal customer's enterprise IT Service Desk and End User Support Services program. This role serves as a Tier II technical support professional providing advanced troubleshooting, incident resolution, and escalation support within a 24x7x365 service desk environment. The Help Desk Specialist II resolves complex technical issues, supports in-person and remote users across multiple locations, and serves as an escalation point for Tier I analysts while ensuring compliance with established Service Level Agreements (SLAs) and federal IT security standards; this position is onsite in Washington, DC.

Responsibilities

Provide Tier II technical support for escalated incidents and service requests involving hardware, software, network connectivity, and peripheral devices.
• Troubleshoot and resolve complex desktop, laptop, mobile device, and application issues that exceed Tier I capabilities.
• Support in-person users at designated federal facilities and provide deskside technical assistance as required.
• Deliver remote support to domestic and overseas federal offices, including advanced diagnostics and configuration support.
• Utilize ServiceNow (or designated ITSM platform) to document, track, update, and resolve incidents in accordance with federal ITSM processes.
• Analyze recurring incidents and contribute to root cause analysis and continuous service improvement efforts.
• Escalate unresolved or enterprise-level issues to Tier III or specialized technical teams following established escalation procedures.
• Support executive-level users through enhanced support services when assigned.
• Assist with hardware deployments, break-fix support, technology refresh activities, and workstation configuration.
• Maintain accurate technical documentation and contribute to the internal knowledge base.
• Ensure adherence to SLAs for response times, resolution metrics, and customer satisfaction targets.
• Provide mentorship and technical guidance to Tier I personnel.
• Follow all federal information security, CUI handling, and access control procedures.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 3 years of experience in IT help desk, service desk, or end user support roles.
• CompTIA A+ certification (required for direct end-user support personnel).
• Strong troubleshooting experience with Windows operating systems and standard enterprise applications (e.g., Microsoft 365).
• Experience diagnosing and resolving network connectivity and VPN issues.
• Experience using an IT ticketing system such as ServiceNow.
• Ability to perform advanced troubleshooting and isolate root causes.
• 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 users in a federal government or large enterprise environment.
• Experience with hardware imaging, deployment, and lifecycle support.
• Familiarity with remote support tools and endpoint management solutions.
• Experience supporting executive or VIP users.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, SLA-driven environment.

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").