IT Service Desk Specialist II

IT Service Desk Specialist II

Job Location s: US-TX-Fort Sam Houston

Job :  | Category:
Helpdesk / Customer Support | Type:
Full Time

Net Impact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal agency. This role is located 100% onsite in San Antonio, TX and may require occasional travel. Candidates must be eligible for a Secret Clearance.

• Provide technical support to end users through phone, email, or chat for hardware, software, and systems issues and support for call overflow during peak time or reduced staff.
• Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and act as the escalation path to resolve moderate to highly complex technical issues.
• Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
• Provide on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN-connected device repairs and modifications.
• Configure and troubleshoot peripherals—including printers, monitors, scanners—and address hardware, software, systems, and peripheral issues both remotely and on-site.
• Document all stages of support, including problem identification, resolution, and final disposition in the ticketing system.
• Install, configure, and troubleshoot common network protocols including TCP/IP and wireless protocols.
• Resolve issues with automation hardware, software, systems, and peripherals on-site, at the support center, or remotely.
• Ensure systems are fully operational after repairs, testing both standalone and network-connected configurations, and perform hardware and software updates.
• Contribute to the development and maintenance of a knowledge management system to enhance support efficiency.

• At least four (4) years of progressive experience in IT service desk or related technical support roles.
• Bachelor’s degree and/or equivalency.
• Eligibility for a Secret Clearance.
• IAT II certification (CCNA‑Security, GICSP, GSEC, Security+ CE, SSCP) as per DoD 8570.01‑M requirements.
• CE:
  Associate (professional preferred) level certification.
• Ability to work 100% onsite in San Antonio, TX (may require occasional travel).

• Experience supporting federal customers in a service desk or IT support capacity.
• Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
• Previous Federal Consulting Experience.

• Health, dental, and vision insurance starting the first of the month after you join.
• 401(k) Plan with immediate vested employer contributions; no matching required.
• Generous Paid Time Off (PTO) policy, one additional day of paid wellness leave per calendar year, and observe ten federal holidays.
• Pet Insurance as part of the benefits.
• Tuition reimbursement, internal training programs, and company-sponsored industry certifications.
• Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, and family fun events.

Net Impact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (ADA), and applicable state and local laws. Net Impact will provide reasonable accommodations to qualified individuals with disabilities unless it would cause undue hardship. For accommodations requests, please contact ca