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Remote Tier 2 Helpdesk Technician

NetImpact Strategies

NetImpact Strategies

Posted on Wednesday, September 14, 2022

We have an opportunity for a Remote Tier 2 Help Desk Technician to join our talented team in support of a Federal client. Qualified candidates can work remotely from anywhere in the continential US. Shift schedule is based off of a Centeral Time Zone schedule.  Responsibilities include supporting a geo-graphically dispersed, multi-disciplined technical team providing end user help desk support services. The successful candidate will have prior experience providing technical support for similar tasks, delivering on-time support for program or project activities, and supporting development of recommendations or alternative solutions to manage program, project, and technical risks.

**The primary function of this role will be Microsoft Intune Migration support for a NetImpact supported government client.


  • Experience with mobile device management (MDM) software.
  • Experience with troubleshooting and configuring mobile device connectivity.
  • Provide after-hours remote technical support to federal client over 24x7 coverage.
  • Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
  • Provide remote technical support for in scope workstations and mobile devices.
  • Maintain related documentation for incidents, work orders, change requests, and project tasks.
  • Develop and maintain support documentation in centralized knowledge base.
  • Adhere to client SOPs.
  • Simulate and recreate customer issues to resolve operational difficulties.
  • Develop and maintain program artifacts throughout the lifecycle of the initiative.
  • Monitor self and team KPIs; ensure performance metrics are met or exceeded.
  • Participate in continuous improvement initiatives.
  • Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.
  • Actively liaise with technical federal and vendor escalations.
  • Work with peers to ensure appropriate support coverage.
  • Escalates more complex issues, as appropriate, to senior level technicians.
  • Promote and encourage a “one team” attitude at all levels internally and externally.


  • BS/MS degree from an accredited college (preferred)
  • 2 years of relevant, applicable professional experience in managing end user IT support services
  • ITIL Certification (preferred)
  • CompTIA A+ (preferred)
  • Experience with managing customer expectations and delivering the highest level of quality customer service
  • BMC Remedy experience
  • Working knowledge of Federal IT (including HW and SW) and cybersecurity requirements, policies, and standards
  • Possess or ability to obtain a Tier 4 High Risk Public Trust Clearance
NetImpact Strategies is an equal opportunity employer.