IT Helpdesk Tier I/II Analyst

We have an opportunity for a full-time IT Helpdesk Tier I/II Analyst to join our talented Operations team. The successful candidate will be highly motivated and provide support to our IT department, end-users, and software development team.

Typical Responsibilities

End-User & IT Support

Deploy, configure, and validate new laptops, including operating system setup, security hardening, driver updates, encryption (BitLocker), and installation of standard software packages.
• Create, configure, and manage Office 365 user accounts, including MFA enrollment, role assignments, and security group membership.
• Build and maintain distribution lists, Microsoft Teams channels, and shared mailboxes, ensuring proper access controls and lifecycle management.
• Set up and administer SharePoint Online sites for internal teams and external partners, including permissions management, site structuring, and data access policies.
• Implement and manage Office 365 policies, such as conditional access, password policies, device compliance rules, and email security setting to support a secure and compliant environment.
• Troubleshoot and resolve issues related to Office 365 applications, email delivery, Teams collaboration, network connectivity, VPN access, and both hardware and software problems on end-user devices.
• Assign and track software licenses across multiple platforms (Office 365, Adobe, specialized business tools), and support end users with installation, activation, and configuration.
• Log, categorize, and escalate help desk tickets in the tracking system, ensuring timely resolution, accurate documentation, and clear communication with end users.
• Maintain and update the IT asset inventory, including laptops, peripherals, software licenses, warranty information, and device lifecycle status.
• Perform routine system checks and preventive maintenance, including patching, antivirus updates, performance monitoring, and device health reviews.
• Support onboarding and offboarding processes, ensuring accounts, equipment, and access permissions are properly provisioned or removed.
• Provide technical guidance and training to users, helping them adopt IT tools, follow security practices, and use systems efficiently.

Developer Support & Infrastructure Responsibilities

• Assist software developers by setting up and managing GitHub repositories, permissions, and branch protection policies.
• Configure and maintain Azure developer resources, including:
• Provisioning and managing Azure Virtual Machines
• Assisting with Azure DevOps pipelines and integrations
• Managing Azure Storage, Key Vault, App Registrations, and Resource Groups
• Assist in configuring development environments, including IDEs, SDKs, containers, and VM images.
• Help implement security controls, access policies, and monitoring for development resources.
• Support CI/CD pipeline setup, connection of GitHub/Azure repos, and environment configurations.
• Troubleshoot connectivity and access issues for developer tools, cloud services, and local development systems.
• Collaborate with developers to streamline development workflows and reduce technical bottlenecks.

Requirements

• Bachelor's degree in Information Technology or related field.
• Strong oral and written communication skills.
• Ability to problem-solve and use analytical abilities.
• Ability to program in a scripting language (e.g., PowerShell, Bash, Python).
• Basic understanding of cloud platforms.
• Familiarity with GitHub or similar version-control platforms.
• Comfort working with virtualization technologies (Azure VMs, VirtualBox, VMware, etc.).
• Strong customer service and interpersonal skills.
• Excellent presentation skills in both oral and written form.
• Genuine desire to learn and adapt in a technical environment.
• Ability to multi-task and work independently.
• Must be able to maintain government eligibility requirements.

Desired Skills

• 1-3 years of direct IT support experience.
• Experience in Office 365 Administration.
• Familiarity with laptop hardware configuration.
• Experience supporting developers or DevOps teams.
• Exposure to Azure administration, GitHub management, or CI/CD tools.

Perks of working at NetImpact Strategies

• 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 and observe ALL 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, 2020, & 2022!
• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").