Support Technician - Tier I

5 days ago

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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NetImpact Strategies Inc.

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NetImpact Strategies Inc. is a leading provider of digital transformation services, specializing in cybersecurity, software development, and strategic consulting. The company focuses on helping organizations modernize their IT infrastructures and improve operational efficiencies through innovative solutions and methodologies. With a mission-centered approach, NetImpact drives change by leveraging advanced technologies and best practices to enhance client capabilities and mission success.

Enterprise Architecture • Performance Measurement • Information Technology • ServiceNow • Application Development

201 - 500 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Provides first contact for moderately complex customer inquiries, incidents, and requests via phone calls, emails, and web submissions. • Assists customers in resolving technical incidents and problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues. • Follows up with customers to ensure that customer inquiries, requests, and incidents are resolved in the agreed upon time frame. • Logs and tracks tickets using a service management application and maintains up-to-date ticket records and related documentation. • Efficiently and effectively identifies, evaluates, triages, and prioritizes customer tickets. • Analyzes and evaluates reports and makes recommendations to reduce help desk call rates. • Attempts to resolve as many incidents during the first contact, or at Tier 1. • Efficiently escalates incidents to higher Tier II or Tier III when required. • Writes knowledgebase articles for common problems. • Meets or exceeds established objectives for time to respond, mean time to resolve, and customer satisfaction.

🎯 Requirements

• High school diploma or G.E.D. • 2+ years of technical training /or (two) of the following certifications: A+, ITIL foundation, HDI (CSR/SCA), other. • 2 or more years of technical or customer support experience. • Experience working with Microsoft Office products, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems. • Must meet government eligibility requirements. • Ability to work independently and remotely full time, if required. • Genuine desire to learn is essential.

🏖️ 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!