Tier 1 IT Support Specialist

Job Description

NetImpact Strategies is seeking an experienced Tier 1 Enterprise IT Help Desk Support professional to serve as the first line of defense in the IT support structure for a federal customer. As the initial point of contact, you'll quickly and efficiently resolve basic and routine technical issues—such as password resets, account unlocks, network and software troubleshooting—minimizing disruption to users’ workflows. You’ll also create and escalate tickets for issues beyond Tier 1 scope, ensuring seamless service continuity.

Key Responsibilities

• Provide and manage toll-free SPOC access for all end users and the public.
• Manage IVR and ACD systems to collect, track, queue, and route incoming calls and contacts per NCUA cloud managed services requirements.
• Respond to issues via voice, email, and self-service portal; ensure option to connect to a live agent.
• Coordinate and resolve incidents and service requests in-person, by phone, and through remote assistance tools.
• Provide Tier 1 support for desktop applications, enterprise tools (Microsoft 365, Exchange Online, Intune), and NCUA-specific systems (e.g., SFTP portal, HRLinks).
• Interface with Tier 2/3 teams, AOS, SOC, CSIRT, and other IT service providers for escalated issues.
• Escalate unresolved issues to higher-tier support per guidelines.
• Update ServiceNow KB articles with Tier 2+ feedback to enhance Tier 1 and self-service effectiveness. ServiceNow+1Giva+1
• Resolve common support requests—network, access, passwords, account unlocks—on the first contact. Giva
• Follow ServiceNow and NCUA SOPs: open, update with work notes, escalate if no response after three attempts in 72 hours, and close tickets appropriately.
• Monitor and manage Tier 1 ticket queues to ensure timely and effective resolution.

Qualifications

Required Qualifications

• An associates degree in computer science, information systems, engineering, or related field or a minimum of one (1) year of experience in a relevant IT area
• Proficient in managing multi-channel support (phone, email, tickets).
• Strong troubleshooting skills for hardware, software, and network issues.
• Excellent written and verbal communication with empathy and customer focus.
• Experience using ServiceNow or comparable ITSM platforms for ticket and knowledge management.
• Ability to collaborate with Tier 2/3 teams and communicate escalation paths.

Preferred Qualifications

• Familiarity with federal agency IT standards and compliance requirements.
• Experience supporting Microsoft 365, Intune, and enterprise applications.
• Working knowledge of IVR/ACD systems and call routing technologies.
• Experience contributing to and maintaining knowledge bases and self-service portals.

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, 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 contact [email protected].