• Manage and prioritize incoming helpdesk tickets and ensure timely resolution of employee support requests. • Provide technical support to internal users across hardware, SaaS tools, identity management, and collaboration platforms. • Administer and maintain identity and access management systems (e.g., JumpCloud, Okta, Google Workspace, etc.). • Oversee onboarding and offboarding processes including device provisioning, account setup, and access management. • Manage Mac and Windows device lifecycle, including provisioning, security policies, and troubleshooting. • Maintain documentation for IT policies, troubleshooting guides, and internal knowledge base articles. • Monitor and improve helpdesk performance metrics such as response times, resolution times, and ticket backlog. • Coordinate with engineering, security, and operations teams to resolve cross-department technical issues. • Manage vendor relationships for IT tools, software licenses, and equipment procurement. • Implement and maintain security best practices for a distributed workforce. • Continuously improve internal IT systems, automation, and support workflows.

Job Description NetImpact Strategies is seeking an experienced Tier 1 IT Support Specialist to handle advanced technical issues including software, hardware, network, and mobile device support. You’ll work closely with help desk, escalate complex incidents, create documentation, and provide stellar support for end-users, including VIP services and special events. Key Responsibilities - Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions - Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues - Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame - Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation - Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved - Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates - Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required - Writes knowledgebase articles for common problems - Meets or exceeds established objectives for call resolution time and customer satisfaction Qualifications Required Qualifications - High school diploma or G.E.D. - Two or more years of technical training and/or up to two of the following certifications: A+, ITIL Foundation, HDI (CSR/SCA), other - Experience working with Microsoft Office products - M365, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems - Must meet government eligibility requirements About Us 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, 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! 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.

Role Description We are seeking a Level 1 IT Support Technician to join our Managed Services team. The ideal candidate will deliver exceptional helpdesk and technical support to clients across diverse industries, including Healthcare, Government Contracting, and Construction, ensuring compliance with HIPAA and CMMC standards. This role provides remote support within standard business hours (Monday–Friday, 9 AM–5 PM EST), with participation in after-hours on-call rotation for critical issues (P1/P2). Key Responsibilities - Technical Support - Provide Level 1 technical support via ticketing system, phone, and remote sessions. - Troubleshoot and resolve issues related to: - Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive) - Intune device management and endpoint compliance - Windows and macOS operating systems - Unifi networking (gateways, switches, access points) - Basic networking (VLANs, VPNs, IP configuration) - Active Directory - Virtualization (Hyper-V or VMware) - Google Workspace administration - Support collaboration tools such as: - Microsoft Teams - Zoom - Slack - Manage user onboarding and offboarding, including: - MFA / Conditional Access setup - Device enrollment - Escalate complex issues to internal senior technicians or local field technicians when necessary. - Monitoring & Maintenance - Monitor alerts via: - Intune - Microsoft Defender - UniFi dashboards - Apply patches and updates through: - Intune - Windows Update for Business (WUfB) - Ensure device and network security alignment with: - CIS benchmarks - Applicable compliance frameworks - Document incidents, resolutions, and preventive recommendations in internal systems. - Compliance & Documentation - Maintain documentation in Hudu and per-client compliance systems, including: - SSPs - CRMs - Policy repositories - Adhere to HIPAA and CMMC data security protocols and company confidentiality requirements. - Support data backup and disaster recovery operations using: - Veeam - Acronis - Document customer IT environments, including: - Network diagrams - Asset inventories - Configuration notes - Create internal knowledge base (KB) articles for recurring issues and solutions. Qualifications - Hands-on experience with: - Microsoft 365 administration and troubleshooting - Microsoft Intune and Endpoint Manager - Windows 10/11 and macOS - Unifi network devices and VPN configurations - Ticketing systems and remote monitoring tools - Active Directory - Windows Server - Virtualization (Hyper-V or VMware) - Google Workspace administration - Strong diagnostic and communication skills with the ability to explain complex issues in plain language. - Customer-first attitude and commitment to SLAs and service excellence. - Reliability, professionalism, and integrity in handling sensitive information. - Fluent in both Spanish and English. - Experience in a customer-facing role. Requirements - Preferred Certifications: - CompTIA A+ - CompTIA Network+ - CompTIA Security+ - Microsoft 365 Certified: Modern Desktop Administrator - Bonus Points For: - Experience in an MSP (Managed Service Provider) environment. - Exposure to compliance frameworks such as: - HIPAA - CMMC Level 2 - FedRAMP Moderate - Bilingual proficiency (English/Spanish), particularly valuable for construction industry clients. Growth Path - 3 Months: Independently handle L1 queue, follow SOPs, and maintain documentation. - 6 Months: Handle L2 escalations and contribute to process documentation. - 12 Months: Lead improvements in SLA performance and mentor junior technicians. Benefits - Salary: COP $4.200.000 - Work From Home. - Indefinite contract with all mandatory legal benefits. - Training & Development. - Opportunities for professional growth and development. - A collaborative and supportive international team environment.

• Provide Level 1 and Level 2 technical support to internal users, helping resolve hardware, software, and basic network issues. • Install, configure, and maintain laptops, workstations, and peripheral devices to support smooth daily operations. • Manage user accounts, permissions, and access across systems, especially Google Workspace. Knowledge of Active Directory and Microsoft 365 is a plus. • Support collaboration tools, security platforms, and business applications, while keeping incidents, resolutions, and procedures properly documented in the ticketing system. • Assist with onboarding and offboarding activities, maintain IT inventory, and help ensure proper asset management. • Follow IT security policies and best practices, and work closely with global IT teams on escalated issues.