IT Service Desk Specialist II

OverviewJob Title: IT Service Desk Specialist IILocation: US-DC-Washington DCJob ID: 2025-3577Category: Information TechnologyType: Full TimeNetImpact Strategies, Inc. is seeking to hire IT Service Desk Specialist - Level II to support a Federal Agency. Government clearance requirements for this role require candidates to maintain a Secret Clearance. Location: Walter Reed National Military Medical Center (WRNMMC) Bethesda, MD.Key ResponsibilitiesServe as a point of contact for end users via phone, email, or chat, providing technical assistance, advice, and problem analysis for hardware, software, and systems.Resolve software and hardware issues, escalating moderate to highly complex problems when required, and specializing in certain technologies to better assist customers.Provide support during call overflow or peak periods to ensure consistent service coverage.Serve as first point of contact for technical assistance, providing troubleshooting for PCs, laptops, printers, and other devices, and escalating issues to Tier III or GSC when needed.Deliver timely resolutions and quality customer service per established SLAs, using ServiceNow to manage and track tickets.Maintain SOPs and service catalogs for software installation, hardware configuration, and troubleshooting, establishing timelines and protocols for complex problems.Support asset management by imaging, deploying, and updating inventory for desktops, laptops, and portable devices, including preparing systems for yearly In-Service Exams.Perform additional tasks as assigned, including DRMO duties, printer administration, entitlement management, and unblocking CACS.Provide on-site or help desk support across the facility, gathering user feedback and suggestions for workspace development.Maintain existing business and clinical systems, ensuring accurate and complete government asset inventory.Ensure compliance with command training, orientation, competency verification, and other employment requirements in line with MTF policies and departmental guidelines.Report to Team Leads and Branch Chief, follow direction to maintain a safe environment, and promote staff and patient safety through accepted safety and infection control standards.Participate in meetings, customer service initiatives, and process improvement efforts, providing timely and relevant information as needed.Support onboarding by assisting with orientation, training, and evaluation of newly assigned personnel, and perform other duties or temporary assignments as required.Maintain a clean, safe, and orderly work environment, while using systems such as ServiceNow and other clinical or business applications, including completing bi-weekly workload documentation.QualificationsRequired Qualifications and Certifications:Ability to meet required government clearances: Tier 3 (T3) Investigation.Four (4) years of progressive experience demonstrating the required proficiency.Bachelor's degree and/or equivalency.IAT II certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP).CE: Associate level certificate for supported technology as approved by COR.Preferred Qualifications and Certifications:Professional-level certification in IT support, service management, or cybersecurity (e.g., CompTIA, Microsoft).Experience with ServiceNow or other ticketing/workload systems.Experience with imaging, deployment, and hardware lifecycle management.Strong documentation, troubleshooting, and communication skills.Previous Federal Consulting Experience.About UsNetImpact 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 meet their missions and strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions mindful of the client/'s culture and organizational dynamics.Accessibility NoteNetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA), and applicable state and local laws. NetImpact will provide reasonable accommodations to an individual with a disability who has made NetImpact aware of their disability, unless doing so would cause undue hardship. If you need reasonable accommodation when applying for job opportunities within NetImpact, or to utilize NetImpact/'s online employment application, please contact OPPORTUNITY EMPLOYERNetImpact is committed to the development of a creative, diverse, and inclusive work environment. Employment decisions 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. #J-18808-Ljbffr

Created: 2025-09-21