Job Description:
NetImpact Strategies is seeking an experienced Service Desk Support Staff to join our onsite team in Bethesda, MD. The ideal candidate will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. This role requires excellent problem-solving skills, the ability to manage escalations, and proficiency in maintaining IT infrastructure.
Provide continuous and comprehensive support for hardware and software, including but not limited to, computers running Windows and Macintosh Operating Systems, mobile devices such as iOS and Android devices, as well as network and local printers, scanners, plotters, and video conferencing equipment. Conduct routine training sessions for basic applications on both new and existing technology relevant to the customers. Use modern technology and processes to create, manage, and deploy Operating System images for Windows and Macintosh computer systems that meet or exceeds configuration baseline requirements.

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.

• Provide on-site and/or remote support for office automation and IT services at all site locations.
• Assist in planning, installing, or maintaining local IT support infrastructure and services.
• Manage ITSM queue for incident management and request fulfillment.
• Provide technical support systems, including establishing and maintaining user accounts, data management, and scheduling coordination for issues resolution.
• Notify users of planned or unplanned changes in system availability or performance.
• Provide Tier 2 Help Desk support.
• Utilize managed systems to automate customer service, request management, incident management, problem management, and reporting.
• Document all processes and procedures
• Provide deskside user assistance for software, hardware, account-based, or connectivity problems that cannot be resolved remotely.
• Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required.
• Assist with office moves, including setup and support for workstations, monitors, printers, laptops, and mobile devices.
  Qualifications: