Job Description:
NetImpact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal agency.
This role is located 100% onsite in Fort Sam Houston, TX. May require occasional travel.
Candidates must be eligible for a Secret Clearance.

REQUIRED QUALIFICATIONS AND CERTIFICATIONS

• Four (4) years of progressive experience in IT service desk support or a related field.
• Bachelor’s degree and/or equivalency.
• Candidates must be eligible for a Secret Clearance.
• IAT II certification [(CCNA-Security), GICSP, GSEC, Security+ CE, SSCP)] as per DoD 8570.01-M requirements.
• Ability to work 100% onsite in Fort Sam Houston, TX.

PREFERRED QUALIFICATIONS AND CERTIFICATIONS

• Professional-level certification in supported technologies or related fields.
• Experience in Vocera system management and troubleshooting.
• Familiarity with Federal Healthcare Agency systems and workflows.
• Previous Federal Consulting Experience.

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.

• Maintain and manage user accounts within the Vocera system, ensuring accurate and up-to-date information.
• Deploy and configure new or replacement Vocera badges to address operational needs efficiently.
• Troubleshoot Vocera badges, call flows, and related issues to ensure seamless functionality and support staff workflows.
• Gather and analyse user requirements to design and implement call flows tailored to specific workflows, such as medical or ward functions.
• Conduct face-to-face engagements with wards and departments to assess and enhance Vocera communication workflows, coordinating feedback with Government personnel.
• Perform functionality testing of the Vocera system following server or network maintenance to ensure uninterrupted operation and reliability.
• Resolve moderate to highly complex technical issues, serving as the escalation point for advanced troubleshooting.
• Provide support during call overflow periods and off-peak hours when staff availability is reduced.
• Collaborate with technical teams to address user-specific hardware, software, and system issues, ensuring comprehensive problem resolution.
• Create and update documentation, including user guides and troubleshooting procedures, to support consistent system use and issue resolution.
  Qualifications: