IT Service Desk Specialist: Telecommunication Basic Support

Job Description

NetImpact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal Agency.

This role is located 100% onsite in Fort Sam Houston, TX. May require occasional travel.

Candidate must be eligible for a Secret Clearance.

Key Responsibilities

• Provide technical assistance and support for hardware, software, and systems via phone, email, or chat, troubleshooting and resolving user issues.
• Act as the primary frontline technician, fielding calls, triaging tickets, and assigning them to appropriate service desk tiers.
• Offer resolutions for low to moderate technical issues, ensuring effective problem-solving and user support.
• Perform on-site hardware maintenance for government-leased equipment, addressing repair and troubleshooting needs.
• Create and document support requests in the ticketing system, ensuring accurate records of problem definitions, resolutions, and final dispositions.
• Support mobile pagers and cellular devices through configuration and troubleshooting, managing inventory and changes via relevant web portals.
• Utilize Active Directory to create, modify, and maintain user accounts while ensuring proper access controls.
• Maintain accountability controls for government-owned hardware and software, applying military hand receipt practices.
• Ensure the integrity and accuracy of the asset management system by tracking hardware and software inventory.

Qualifications

Required Qualifications and Certifications

• A minimum of 2 years of progressive experience demonstrating the required proficiency.
• High School Diploma or G.E.D.
• Candidate must be eligible for a Secret Clearance.
• IAT I certification compliant with DoD 8570.01-M requirements. (A+ CE, CCNA-Security, Network+ CE, SSCP)
• CE: Associate level certificate.
• Ability to work 100% onsite in Fort Sam Houston, TX. May require occasional travel.

Preferred Qualifications and Certifications

• Previous Federal Consulting Experience.
• Additional certifications in IT support or service desk technologies.
• Experience with Federal or DoD systems and environments.

About Us

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, one (1) additional day of paid wellness leave per calendar year, and observe 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, 2021, 2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

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 [email protected].

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").