Service Desk Technician

Job Description

NetImpact Strategies has an opportunity for a Service Desk Technician to provide high-touch, onsite IT support within a federal Service Desk environment. This role delivers hands-on technical assistance for hardware, software, and conference room technologies while serving as an escalation resource for complex or time-sensitive issues requiring in-person resolution. The Service Desk Technician plays a critical role in ensuring operational continuity, equipment readiness, and superior customer service in a hybrid (on-premises and cloud) IT environment; this position is onsite in Arlington, VA.

Responsibilities

• Provide onsite, hands-on technical support for end-user devices including laptops, docking stations, monitors, printers, mobile devices, and peripherals
• Deliver high-touch escalation support for complex or priority incidents that require in-person troubleshooting
• Install, configure, deploy, and replace end-user hardware and approved software
• Support onboarding by preparing and deploying new hire equipment prior to start dates
• Manage loaner device inventory and ensure proper issuance and tracking
• Conduct daily conference room readiness checks and troubleshoot audiovisual equipment
• Coordinate hardware warranty and non-warranty repairs following authorization
• Support enterprise equipment lifecycle and refresh initiatives (laptops, mobile devices, peripherals)
• Package and ship equipment to remote locations as required
• Replace printer toner and maintain supply levels at headquarters
• Accurately document all incidents, service requests, and technical activities within the ticketing system
• Escalate unresolved issues to Tier II or Tier III teams as appropriate
• Participate in scheduled maintenance activities outside of core business hours (e.g., monthly weekend maintenance)
• Maintain compliance with federal IT security, privacy, and background investigation requirements
• Deliver professional, customer-focused support to all levels of personnel, including VIP users

Qualifications

Required Qualifications

• Associate’s degree in Information Technology or related field (or equivalent professional experience)
• Minimum two (2) years of hands-on IT support experience in a deskside or field technician role
• Strong experience supporting Windows-based laptops and Microsoft 365 environments
• Experience installing, imaging, configuring, and troubleshooting end-user devices
• Familiarity with basic networking concepts and troubleshooting connectivity issues
• Experience supporting conference room technology and audiovisual systems
• Strong organizational skills and ability to manage equipment inventory
• Ability to lift and transport IT equipment as needed
• Strong customer service and communication skills
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential

Preferred Qualifications

• Experience supporting a federal or regulated environment
• CompTIA A+ or similar certification
• Familiarity with mobile device management (MDM) solutions
• Experience supporting hybrid cloud environments (Microsoft 365/Azure)
• Experience working in SLA-driven, performance-based contracts

Location Requirement

• Full-time onsite position
• Work location: Arlington, VA
• Must be available during core business hours
• Participation in scheduled after-hours maintenance (e.g., monthly weekend maintenance) required
• No routine travel required

About Us

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
• Pawsitively pawesome – 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 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

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 contactcareers@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").

Required Qualifications - Associate’s degree in Information Technology or related field (or equivalent professional experience) - Minimum two (2) years of hands-on IT support experience in a deskside or field technician role - Strong experience supporting Windows-based laptops and Microsoft 365 environments - Experience installing, imaging, configuring, and troubleshooting end-user devices - Familiarity with basic networking concepts and troubleshooting connectivity issues - Experience supporting conference room technology and audiovisual systems - Strong organizational skills and ability to manage equipment inventory - Ability to lift and transport IT equipment as needed - Strong customer service and communication skills - Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential Preferred Qualifications - Experience supporting a federal or regulated environment - CompTIA A+ or similar certification - Familiarity with mobile device management (MDM) solutions - Experience supporting hybrid cloud environments (Microsoft 365/Azure) - Experience working in SLA-driven, performance-based contracts Location Requirement - Full-time onsite position - Work location: Arlington, VA - Must be available during core business hours - Participation in scheduled after-hours maintenance (e.g., monthly weekend maintenance) required - No routine travel required