Tier 1 IT Support Specialist

NetImpact Strategies

3d

About The Position

NetImpact Strategies is seeking an experienced Tier 1 IT Support Specialist to handle advanced technical issues including software, hardware, network, and mobile device support. You’ll work closely with help desk, escalate complex incidents, create documentation, and provide stellar support for end-users, including VIP services and special events.

Requirements

• High school diploma or G.E.D.
• Two or more years of technical training and/or up to two of the following certifications: A+, ITIL Foundation, HDI (CSR/SCA), other
• Experience working with Microsoft Office products - M365, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems
• Must meet government eligibility requirements

Responsibilities

• Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions
• Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues
• Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame
• Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation
• Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
• Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates
• Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required
• Writes knowledgebase articles for common problems
• Meets or exceeds established objectives for call resolution time and customer satisfaction

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, 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!

What This Job Offers

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