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IT Service Desk Specialist II Job Opening In Washington – Now Hiring NetImpact Strategies


Job description

Job Description

NetImpact Strategies, Inc.

is seeking to hire IT Service Desk Specialist - Level II to support a Federal Agency.

Government clearance requirements for this role require candidates to maintain a Secret Clearance

Location: Walter Reed National Military Medical Center (WRNMMC) Bethesda, MD.

Key Responsibilities:

  • Serve as a point of contact for end users via phone, email, or chat, providing technical assistance, advice, and problem analysis for hardware, software, and systems.
  • Resolve software and hardware issues, escalating moderate to highly complex problems when required, and specializing in certain technologies to better assist customers.
  • Provide support during call overflow or peak periods to ensure consistent service coverage.
  • Serve as first point of contact for technical assistance, providing troubleshooting for PCs, laptops, printers, and other devices, and escalating issues to Tier III or GSC when needed.
  • Deliver timely resolutions and quality customer service per established SLAs, using ServiceNow to manage and track tickets.
  • Maintain SOPs and service catalogs for software installation, hardware configuration, and troubleshooting, establishing timelines and protocols for complex problems.
  • Support asset management by imaging, deploying, and updating inventory for desktops, laptops, and portable devices, including preparing systems for yearly In-Service Exams.
  • Perform additional tasks as assigned, including DRMO duties, printer administration, entitlement management, and unblocking CACS.
  • Provide on-site or help desk support across the facility, gathering user feedback and suggestions for workspace development.
  • Maintain existing business and clinical systems, ensuring accurate and complete government asset inventory.
  • Ensure compliance with command training, orientation, competency verification, and other employment requirements in line with MTF policies and departmental guidelines.
  • Report to Team Leads and Branch Chief, follow direction to maintain a safe environment, and promote staff and patient safety through accepted safety and infection control standards.
  • Participate in meetings, customer service initiatives, and process improvement efforts, providing timely and relevant information as needed.
  • Support onboarding by assisting with orientation, training, and evaluation of newly assigned personnel, and perform other duties or temporary assignments as required.
  • Maintain a clean, safe, and orderly work environment, while using systems such as ServiceNow and other clinical or business applications, including completing bi-weekly workload documentation.
  • Qualifications

    Required Qualifications and Certifications:

  • Ability to meet required government clearances: Tier 3 (T3) Investigation.
  • Four (4) years of progressive experience demonstrated the required proficiency.

  • Bachelor’s degree and/or equivalency.
  • IAT II certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
  • CE: Associate level certificate for supported technology as approved by COR.
  • Preferred Qualifications and Certifications:

  • Professional-level certification in IT support, service management, or cybersecurity (., CompTIA, Microsoft).
  • Experience with ServiceNow or other ticketing/workload systems.
  • Experience with imaging, deployment, and hardware lifecycle management.
  • Strong documentation, troubleshooting, and communication skills.
  • Previous Federal Consulting Experience.
  • 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 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
  • Required Skill Profession

    Computer Occupations


    • Job Details

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