NetImpact Strategies Inc.

IT Support Specialist

NetImpact Strategies Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproblem resolutionincident managementknowledgebase writingWindows desktop applicationsVPN softwaremobile applicationshardware troubleshootingcall resolutioncustomer satisfaction
Soft Skills
communicationcustomer serviceproblem-solvingtime managementanalytical thinking
Certifications
A+ITIL FoundationHDI CSRHDI SCA