Service Desk Support - NetImpact Strategies

NetImpact Strategies is seeking a Service Desk Support professional who is dedicated and customer-oriented, with a strong background in providing first-line technical support and troubleshooting for end-users. The ideal candidate should be skilled in managing and resolving service requests, incidents, and IT issues related to hardware, software, and network services. This candidate should be proficient in using ticketing systems and remote support tools, should maintain clear communication with users to ensure a smooth IT experience, should be a team player to thrive in a fast-paced environment and continuously seeks to improve both technical and customer service skills. 

This is on site role, located in Bethesda, MD. 

Responsibilities: 

• Provide expert-level troubleshooting for macOS, Windows, and Linux operating systems 
• Address wired and wireless network access issues for desktops, laptops, mobile devices, and printers. 
• Develop and execute a support plan tailored to the needs of NIDCD's Administrative and Scientific communities, ensuring specialized assistance for scientific personnel and equipment. 
• Ensure adherence to NIDCD Incident, Change, and Problem Management Processes. 
• Monitor service requests and incidents, identifying trends, root causes, and recurring issues, and implementing mitigating strategies. 
• Coordinate service requests involving other IT support teams, NIH entities, and hardware/software vendors. 
• Maintain professional, customer-focused communication in plain language with customers, third-party IT providers, and NIH IT teams. 
• Perform basic hardware repairs, such as replacing components, and coordinate with equipment vendors for warranty or fee-based repairs. 
• Support end users and guests with multimedia and video teleconferencing equipment, including AV capabilities for conference rooms. 
• Provide on-site support for NIDCD-sponsored conferences and events, including high-profile training sessions and program planning meetings (approximately eight times per year). 

Required

• Bachelor’s Degree in Information Technology, Computer Science, or a related field is a plus (but not always required). 
• 2-3 years of experience in an IT support or Service Desk role, providing technical assistance to end-users. 

Preferred

• CompTIA A+ 
• ITIL Foundation 
• Microsoft Certified: Windows Client 
• Previous Federal Consulting Experience

#LI-Onsite

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 

• Pawsitivelypawesome – 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!  

ABOUT US 

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government. 

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").