Job Description

We have an opportunity for a Support Technician Tier I to join our talented team to serve a federal client’s desktop support helpdesk. The is a 3 month contract position. 

Responsibilities:

• Provides first contact for moderately complex customer inquiries, incidents, and requests via phone calls, emails, and web submissions.
• Assists customers in resolving technical incidents and problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues.
• Follows up with customers to ensure that customer inquiries, requests, and incidents are resolved in the agreed upon time frame.
• Logs and tracks tickets using a service management application and maintains up-to-date ticket records and related documentation.
• Efficiently and effectively identifies, evaluates, triages, and prioritizes customer tickets.
• Analyzes and evaluates reports and makes recommendations to reduce help desk call rates.
• Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required.
• Writes knowledgebase articles for common problems.
• Meets or exceeds established objectives for time to respond, mean time to resolve, and customer satisfaction.

Qualifications

Required:

• High school diploma or G.E.D
• 2 years of technical training /or (two) of the following certifications: A , ITIL foundation, HDI (CSR/SCA), other 2 or more years of technical or customer support experience
• Experience working with Microsoft Office products, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems.
• Must meet government eligibility requirements
• Ability to work independently and remotely full time, if required
• Genuine desire to learn is essential.

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 Workplace in 2019 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies specializes in Strategy and Business Transformation, IT Modernization, Data-Driven Intelligence, Cloud Services, and Cybersecurity. We are a team of skilled Consultants who listen to our clients’ needs. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. As mission needs change, new priorities emerge, technologies advance, and methodologies evolve; NetImpact stands out as a trusted advisor that can solve the challenges of today while looking for the opportunities of tomorrow. Our professionals stay abreast of these changes to provide agile, outcome-focused results for federal agency strategic and tactical needs. Approaching engagements as a partner, we provide solutions that empower our clients to achieve results that align with their mission and strategic vision.

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 careers@netimpactstrategies.com.

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").