Service Desk Technician

Job Description

Net Impact 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.

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

• Full‑time onsite position
• Work location:
  
  Arlington, VA
• Must be available during core business hours
• Participation in scheduled after‑hours maintenance (e.g., monthly weekend maintenance) required
• No routine travel required

• Health insurance (medical, dental, & vision) that starts the first of the month after you join the team
• 401(k) Plan – Immediately vested employer contributions; no matching required
• Generous Paid Time Off (PTO) policy and observation of all ten federal holidays
• Pet Insurance (for your family’s critters)
• Tuition reimbursement, internal training programs, & company‑sponsored industry certifications
• Workplace ranked by The Washington Post as a Top Work Place in 2019 & 2020
• Team building activities, community volunteering, quarterly HQ days, and an offsite annual awards banquet

Net Impact Strategies Inc. (Net Impact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation…