IT Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Tier 1 IT Support Specialist handling technical issues including software, hardware, network, and mobile device support for end-users at NetImpact Strategies.
Responsibilities:
- Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions
- Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues
- Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame
- Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation
- Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
- Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates
- Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required
- Writes knowledgebase articles for common problems
- Meets or exceeds established objectives for call resolution time and customer satisfaction
Requirements:
- High school diploma or G.E.D.
- Two or more years of technical training and/or up to two of the following certifications: A+, ITIL Foundation, HDI (CSR/SCA), other
- Experience working with Microsoft Office products - M365, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems
- Must meet government eligibility requirements.
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, 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!
Similar Jobs
Senior IT Engineer
Senior IT Engineer managing IT operations and support at Cresta, leveraging AI for contact centers and providing expert technical assistance to staff.
Senior Oracle HCM Functional Consultant – Absence, Benefits, Compensation, Core HR, Help Desk, OTL, ORC, Payroll, Talent
Senior Oracle HCM Functional Consultant with expertise in multiple Oracle HCM Cloud modules. Focus on configuration, troubleshooting, and solution delivery during implementations.
Senior Enterprise Architect
Senior Enterprise Architect at Arke driving strategic technology decisions and leading architectural initiatives across various platforms. Partnering with clients and teams to optimize enterprise architecture design and implementation.
IT Infrastructure Administrator
IT Infrastructure Administrator supporting core IT operations across end‑user support and identity management at Electrosonic. Collaborating with senior IT staff to provide secure and efficient technology services.
Lead IT Engineer
Lead Manager, IT Engineer overseeing enterprise IT infrastructure for Make-A-Wish America. Responsible for designing, building, and supporting advanced network and server environments.
Oracle HCM Functional Consultant – Absence, Benefits, Compensation, Core HR, Help Desk, OTL, ORC, Payroll, Talent – Staff
Staff Oracle HCM Functional Consultant at EY, configuring Oracle HCM modules for dynamic IT transformation projects. Join to work on innovative and challenging delivery excellence platforms.
IT Helpdesk Technician
IT Helpdesk Technician at Sardine, supporting IT operations for a global, remote-first team. Responsibilities include daily support, onboarding, and maintenance of IT systems.
Helpdesk, Customer Experience Coordinator
Helpdesk Coordinator managing support requests for a fast-growing law firm. Responsibilities include solving issues, tracking helpdesk activity, and improving client support.
Help Desk Analyst I
Provides help desk support resolving technical issues for customers of a major U.S. insurance provider. Acts as technical representative, addressing hardware, software, and connectivity problems.
IT Manager
IT Manager overseeing the employee technology lifecycle to support a globally distributed team at Scribe. Managing IT infrastructure and providing support to enhance productivity across the organization.
Help Desk Technician – Part-Time
Help Desk Technician providing IT support for AMERICAN SYSTEMS. Answering customer calls and troubleshooting user problems for a federal government contractor.
IT Specialist – APAC
IT Specialist supporting hardware and software needs for Tecspal's APAC operations. Manage technical support processes, supplier coordination, and operational visibility.
Clinical Audit Specialist – Utilization Management
Clinical Audit Specialist responsible for auditing medical necessity determinations to ensure regulatory compliance. Collaborating with healthcare providers to enhance utilization management practices.
IT Manager
IT Manager leading a team in delivering software solutions for student support platforms, focusing on chatbot technologies and technical leadership.
Senior IT Helpdesk Technician L3
Service Desk L3 providing technical support across hardware, software, and networks for end users. Collaborating with IT leadership to ensure timely resolution of escalated issues in a fast-paced environment.
Senior IT Helpdesk Technician, L2
IT Helpdesk Technician providing L2 technical support remotely for US-based end users from Quezon City. Managing ticket queue and ensuring timely resolution of issues.
Distinguished Enterprise Architect
Technical Architect focusing on Salesforce solutions for healthcare clients. Collaborating with Payers, Providers, and Pharma to solve crucial technical challenges.
L1 IT Support Specialist
Technical Support Specialist assisting users with software functions and technical troubleshooting remotely. Collaborating with teams to enhance user support experience in a fast-paced environment.
Technical Customer Support Associate, Night Shift
Technical Customer Support Associate providing live and non-live support for Cengage digital solutions. Troubleshooting issues and managing customer interactions via ticketing system.
Technical Customer Support Associate – Monday to Friday, 11:00AM to 7:00PM
Customer Support Associate providing live and non-live support for Cengage's educational solutions. Troubleshooting technical issues and collaborating with customers in a remote setting.