IT Helpdesk Tier I / II Analyst

IT Helpdesk Tier I / II Analyst

Job Locations

US-VA-Herndon

Job ID

2025-3623

Category

Helpdesk / Customer Support

Type

Full Time

Job Description

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

Qualifications

Requirements

Desired Skills

About Us

Perks of working at NetImpact Strategies

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").

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