Junior Tier 2 Support Specialist

We have an opportunity for a Junior Onsite Tier 2 Support Specialist to join our talented team in support of a Federal client. This position is located in Beltsville, MD and/or Washington, D.C.

Responsibilities:

Provides support to end users on a variety of information technology issues

• Identifies, researches, and resolves technical problems

• Responds to telephone calls, email, and personnel requests for technical support

• Documents, tracks, and monitors the problem to ensure a timely resolution

• Document problem completely within timeframe before escalating to next level support.

• Develop and maintain support documentation in centralized knowledge base.

• Adhere to client SOPs.

• Simulate and recreatecustomerissues to resolve operational difficulties.

• Monitor self and team KPIs;ensure performance metrics are met or exceeded.

• Participate in continuous improvement initiatives.

• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.

• Actively liaise with technical federal and vendor escalations.

• Work with peers to ensureappropriate support coverage.

• Escalates more complex issues, as appropriate, to next level support

• Promote and encourage a "one team" attitude at all levels internally and externally.

• Provide junior level support for 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.

Required

• Experience with managing customer expectations and delivering the highest level of quality customer service

• Ability to learn

• Familiarity with support desk tasks and responsibilities

Preferred

• Previous Federal Consultion Experience Preferred

#LI-Onsite

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, 2021,2022, & 2023!
• 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 contact careers@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").