Tier 2 Support Analyst
Job Description We have an opportunity for a Tier 2 Support Analyst to join our talented IT Services team to serve a federal clienta€ (TM) s service desk. Typical responsibilities include: Webinar Administration & Support Video Teleconferencing Management & Support A/V Conference Setup & Support VoIP Management & Support Print Management & Support Web Streaming Event Management & Support New Employee system setup & support Resolve Tier 1 and Tier 2 level tickets. Escalate tickets to appropriate escalation queue when needed. Special Events Coordination and Support (Awards Ceremony, etc.) Provide white glove support for monthly Board Meeting with Chairman and Board members Be able to reimage a laptop using the agency issued a€œgolda€ image. Provide customer support, resolve technical issues, log and escalate calls as appropriate Builds a strong relationship with end users by projecting a positive attitude and providing helpful support Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction Other duties as assigned Required Skills Associates degree or higher in Network, IT or related field 4-6 years of Service Desk/Call Center experience or IT customer-facing experience Minimum of 2 yearsa€ (TM) experience providing UCC expertise and services to organizations and users Experience working with the majority of the following technologies: o ServiceNow or similar ticketing tool o Go To Assist or similar remote tool o Microsoft Windows/Explorer/Office o Mobility products (iPhones, iPads, hot spots, etc) o Desktop computers and peripherals o Microsoft Sharepoint o Active Directory o VPN o PIV cards o Custom applications Excellent customer service skills Excellent oral and written communication skills Ability to qualify for Public Trust Security Clearance Desired Skills At least two of the following certifications: A+; ITIL Foundation; HDI (CSR/SCA); or other relevant certification Knowledge and experience with government clients/environments This position is located in the Washington DC metro region. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Work Environment : All employees are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety-conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate. Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Disability Specifications : NetImpact Strategies will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. About Us NetImpact Strategies Inc. is a SBA certified 8(a) and Economically Disadvantaged woman-owned, small business with deep expertise in the areas of Portfolio Management, Governance, Financial Management and Budgeting, Acquisition Support, Program and Project Management and Quality Management. We have been delivering positive impacts to our clients across the federal civilian and DoD sectors. Our solutions empower sound decision-making and management practices, to enable government agencies to serve effectively as good stewards of taxpayer dollars while meeting their mission. At NetImpact Strategies, Inc. we are passionate about what we do and take pride in our work every step of the way. Commitment and accountability are at the core of our relationships. We believe in doing the right thing because it is the right thing to do. NetImpact Strategies, Inc. provides results oriented services. Working collaboratively with our clients, we provide solutions that address the unique needs of each client. The successful outcome of our efforts is measurable results. NetImpact Strategies, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by applicable law. Recruitment, training and development, transferring and promotion practices are performed without regard to the above listed items.