Service Desk Technician

About the position

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

Requirements

• 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

Nice-to-haves

• 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

Benefits

• 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