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Job Description

NetImpact Strategies, Inc. is seeking to hire an IT Service Desk Specialist to support a Federal Agency.

This role is located 100% onsite in Fort Buchannan, Puerto Rico (PR).

Candidate must be able to pass a Background Investigation.

Key Responsibilities:

• Provide technical assistance, troubleshooting, and support to end users via phone, email, or chat.
• Provide support for call overflow during peak time or reduced staff during off peak hours.
• Resolve moderate to complex hardware, software, and system issues for workstations, laptops, and peripherals.
• Support inventory management and Defense Reutilization Marketing Office (DRMO) disposal per site guidelines.
• Assist with installation, updates, and removal of supported software.
• Maintain workstation/laptop operational baselines and ensure cybersecurity compliance per DHA and DoD policies.
• Provide emergency request management for critical service outages or severe degradation.
• Configure and reconfigure workstations and peripherals in on-site deskside support areas.
• Support local IT asset management, technology acquisition, and life cycle management for various IT hardware (desktops, laptops, tablets, printers, VTC, mobile devices).
• Provide support for mobile devices, including smartphones, tablets, pagers, and mobile hotspots.

Qualifications

Required Qualifications and Certifications:

• Experience: Four (4) years of progressive experience in required proficiency.
• Education: Bachelor’s degree or equivalency.
• Ability to work onsite in Fort Buchannan, Puerto Rico (PR).
• IAT II certification per DoD 8570.01-M requirements (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP, CySA+).
• CE: Associate (professional preferred) level certification.

Preferred Qualifications and Certifications:

• Experience in Federal Consulting roles.
• Advanced certifications in IT service management or related technologies.
• Familiarity with DoD IT environments and security requirements.