Tier 2 IT Support Specialist

NetImpact Strategies is seeking an experienced Tier 2 IT Support Specialist to handle advanced technical issues beyond Tier 1, including software, hardware, network, and mobile device support. You'll work closely with Tier 1, escalate complex incidents, create documentation, and provide stellar support for end-users, including VIP services and special events.

Key Responsibilities

Provide onsite and virtual Tier 2 end-user support for technical issues across hardware, software, and cloud systems.
• Develop and maintain Tier 1 scripts, user guides, and knowledge base content to streamline support.
• Deliver advanced technical support for workstation moves, endpoint devices, and UCC systems (conferencing tools, VoIP, Intune, and digital signage).
• Manage Endpoint Device Operating Systems and software to maintain security compliance
• Coordinate A/V setup and support for meetings, conferences, and special events.
• Manage Active Directory and Entra ID provisioning for user access and security.
• Publish service alerts, announcements, and how-to documentation for end-user communication.
• Provide white-glove support to VIP users, ensuring rapid response and resolution.
• Handle escalations to Tier 3 support when advanced troubleshooting is required.
• Generate ad-hoc reports to support operational and technical decision-making.
• Apply strong expertise in Microsoft 365, Teams, Intune, Active Directory, and Entra ID administration.
• Troubleshoot across cloud platforms, networks, hardware, software, and endpoint systems with a focus on efficiency and minimal downtime.

Required Qualifications

• 3+ years of Tier 2 or advanced technical support experience
• Proficient in troubleshooting across cloud, software, hardware, network, and endpoint systems
• Experience with Microsoft 365, Teams, Intune, VoIP, and UCC tools
• Skilled in Active Directory and Entra ID management
• Strong technical writing and communication skills

Preferred Qualifications

• Federal agency or public-sector support experience
• Familiarity with ServiceNow or similar ITSM systems
• Experience supporting A/V setups and digital signage
• Certifications such as CompTIA A+, Microsoft Modern Desktop, or ITIL

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, one (1) additional day of paid wellness leave per calendar year, and observe 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, & 2024!

• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

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.