Service Desk Analyst I
About The Position
NetImpact Strategies has an opportunity for a Service Desk Analyst I to provide front-line IT support to a federal customer in a fast-paced, SLA-driven environment. This role serves as the first point of contact for all IT-related incidents and service requests, delivering high-quality customer service while troubleshooting hardware, software, and connectivity issues across a hybrid (on-premises and cloud) IT infrastructure. The Service Desk Analyst I is responsible for timely ticket triage, documentation, resolution, and escalation to ensure minimal disruption to mission operations; this position is hybrid in Arlington, VA.
Requirements
- Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent professional experience)
- Minimum one (1) year of experience in a help desk, service desk, or IT support role
- Experience using enterprise ticketing systems
- Strong troubleshooting skills for Windows-based systems and Microsoft Office 365
- Familiarity with basic networking concepts (VPN, Wi-Fi, connectivity troubleshooting)
- Experience supporting laptops, mobile devices, and peripheral equipment
- Ability to document technical issues clearly and accurately
- Strong customer service and communication skills
- Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential
Nice To Haves
- Experience supporting a federal or regulated environment
- ITIL Foundation certification or familiarity with IT Service Management (ITSM) practices
- Experience supporting hybrid cloud environments (Microsoft 365/Azure)
- Experience supporting VIP users
- CompTIA A+, Network+, or similar certification
Responsibilities
- Serve as the first point of contact (Single Point of Contact) for IT incidents and service requests
- Receive, log, and document tickets via phone, email, chat, walk-up, and voicemail channels
- Classify and triage incidents and service requests within required timeframes
- Troubleshoot and resolve common hardware, software, network, and mobile device issues
- Provide remote and occasional onsite support to end users
- Deliver professional, high-quality customer service to a diverse and geographically dispersed workforce
- Perform daily follow-ups and provide status updates on open tickets
- Escalate complex incidents to Tier II or Tier III support teams when necessary
- Support equipment provisioning, deployment, and loaner device issuance
- Assist with laptop, mobile device, and peripheral rollout initiatives
- Support conference room equipment checks and troubleshooting
- Accurately update ticket documentation to reflect troubleshooting steps and resolution status
- Operate within defined Service Level Agreements (SLAs) and performance metrics
- Maintain compliance with federal IT security and privacy requirements
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
