Help Desk Specialist 1

NetImpact Strategies • Washington, DC

14h • Onsite

About The Position

NetImpact Strategies has an opportunity for a Help Desk Specialist I supporting a federal customer’s enterprise IT Service Desk and End User Support Services program. This role serves as a Tier I technical support professional within a 24x7x365 contact center environment, providing first-line IT assistance to federal staff, contractors, and overseas offices. The Help Desk Specialist I is responsible for triaging, documenting, and resolving technical incidents and service requests across multiple communication channels while ensuring high levels of customer satisfaction and adherence to defined Service Level Agreements (SLAs); this position is onsite in Washington, DC.

Requirements

• High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• Minimum of 1 year of experience in an IT help desk, service desk, or technical support role.
• CompTIA A+ certification (required for direct end-user support personnel).
• Experience troubleshooting Windows-based operating systems and common desktop applications (e.g., Microsoft Office/M365).
• Experience using an IT ticketing system (e.g., ServiceNow or similar).
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users.
• Ability to follow established federal IT security and information handling procedures.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Nice To Haves

• ITIL v4 Foundation certification or familiarity with IT Service Management principles.
• Experience supporting users in a federal government environment.
• Experience providing remote support across multiple geographic locations or time zones.
• Familiarity with VPN troubleshooting and basic network connectivity diagnostics.
• Experience contributing to or utilizing a knowledge base system.
• Strong documentation skills and attention to detail.
• Ability to work effectively in a fast-paced, SLA-driven contact center environment

Responsibilities

• Serve as the first point of contact for end users seeking IT support via phone, email, chat, or self-service portal.
• Receive, document, categorize, prioritize, and resolve or escalate incidents and service requests in the ServiceNow ITSM platform.
• Provide Tier I troubleshooting support for workstation hardware, standard software applications, network connectivity, VPN access, and peripheral devices.
• Perform account management functions including password resets, account unlocks, and re-enablement in accordance with federal IT security policies.
• Utilize standardized triage questions to accurately classify and prioritize tickets and identify potential major incidents.
• Create and maintain complete and accurate ticket documentation, including troubleshooting steps and resolution details.
• Deliver remote technical support to overseas federal offices, including diagnostics, configuration checks, and guided hardware troubleshooting.
• Escalate complex issues to Tier II or Tier III support teams following established escalation procedures.
• Communicate clearly with customers throughout the support lifecycle, including providing ticket numbers and estimated resolution timelines.
• Contribute to knowledge base updates and follow established IT Service Management (ITSM) knowledge practices.
• Support executive-level users in accordance with established enhanced user support procedures when assigned.
• Adhere to defined SLAs for response, resolution, and customer satisfaction performance targets.
• Participate in required training, quality assurance reviews, and continuous improvement initiatives.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED