Tier 1 IT Support Specialist - Austin

NetImpact Strategies is seeking a Tier 1 IT Support Specialist to serve as the first line of defense for a federal customer. The role involves troubleshooting technical issues, escalating complex problems, and ensuring smooth user workflow continuity. This is a full-time position focused on resolving basic and routine issues, and will also create and escalate tickets for those requiring higher-tier support.

Requirements

• Provide and manage toll-free SPOC access for end users.
• Manage IVR and ACD systems.
• Respond to and resolve issues via phone, email, and self-service.
• Coordinate and resolve incidents in-person, by phone, and via remote assistance.
• Update ServiceNow KB with feedback to enhance Tier 1 effectiveness.
• Resolve common support requests (network, access, passwords).
• Collaborate with Tier 2/3 teams.

Benefits

• Comprehensive medical, dental, & vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness leave
• Pet Insurance
• Tuition reimbursement
• Professional development opportunities
• Team building activities
• Community volunteering