About the Job
NetImpact Strategies is seeking a skilled Tier 1 Enterprise IT Help Desk Support professional to join our team supporting federal clients. In this role, you’ll be the first point of contact for IT support issues, resolving routine technical problems quickly and efficiently. You’ll handle everything from password resets and account unlocks to basic network and software troubleshooting, ensuring minimal disruption to users.
As a Tier 1 IT Help Desk Support specialist, you will also escalate complex issues to higher-tier teams while maintaining accurate ticket documentation. This position is ideal for proactive problem-solvers who thrive in a fast-paced, collaborative environment.
Key Responsibilities
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Serve as the primary point of contact for all end users and the public through toll-free support.
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Manage IVR and ACD systems to route calls and contacts according to federal cloud service requirements.
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Provide support via phone, email, and self-service portal, ensuring live agent options are available.
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Troubleshoot Tier 1 issues for desktop apps, enterprise tools (Microsoft 365, Exchange Online, Intune), and NCUA-specific systems like HRLinks and SFTP portals.
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Coordinate with Tier 2/3 teams, SOC, CSIRT, and other IT teams for escalated incidents.
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Escalate unresolved issues per guidelines and update ServiceNow knowledge base articles.
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Monitor and manage Tier 1 ticket queues to ensure timely and effective resolution.
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Document incidents accurately and maintain clear communication with end users.
Required Qualifications
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Associate degree in computer science, information systems, engineering, or a related field, or equivalent IT experience (minimum 1 year).
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Experience providing multi-channel IT support (phone, email, ticketing systems).
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Strong troubleshooting skills for hardware, software, and network issues.
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Excellent communication and customer service skills with empathy and focus.
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Familiarity with ServiceNow or other ITSM platforms.
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Ability to collaborate with higher-tier IT teams and follow escalation procedures.
Preferred Qualifications
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Knowledge of federal IT standards and compliance requirements.
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Experience supporting Microsoft 365, Intune, and enterprise applications.
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Familiarity with IVR/ACD call routing technologies.
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Experience contributing to knowledge bases and self-service portals.
Perks and Benefits
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Comprehensive medical, dental, and vision insurance starting the first of the month.
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401(k) plan with immediate vesting (no matching required).
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Generous PTO, wellness leave, and 10 federal holidays.
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Pet insurance for your furry family members.
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Tuition reimbursement, internal training, and industry certifications.
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Fun, collaborative environment recognized by The Washington Post as a Top Workplace (2019, 2021–2024).
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Team-building activities, volunteering opportunities, wellness events, and family-friendly activities.
About NetImpact Strategies
NetImpact Strategies has over a decade of experience delivering innovative IT solutions for federal agencies. We provide agile, outcome-focused services in Strategic Consulting, Process Automation, Cloud, DevSecOps, Data & Analytics, and Cybersecurity. Our team partners with agencies to create transformative solutions while respecting client culture and organizational dynamics.
NetImpact is committed to accessibility and equal employment opportunity, providing reasonable accommodations for applicants with disabilities.