IT Support & Service Desk Specialist

NDi is building a pipeline of IT Support and Service Desk Specialists ranging from early-career user-support professionals through experienced technical support engineers., * Receive, document, categorize, prioritize, troubleshoot, and resolve incidents and service requests.

• Provide responsive technical assistance to end users.
• Troubleshoot application, account, access, desktop, connectivity, and system issues.
• Escalate complex incidents to appropriate technical teams.
• Communicate incident and request status clearly to users and stakeholders.
• Follow established incident, request, security, and access-management procedures.
• Develop and maintain knowledge articles and user-support documentation.
• Identify recurring issues and opportunities for improved support or automation.
• Support service-quality and continuous-improvement initiatives.

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• The work location may be remote or onsite in Washington, DC; Atlantic City, NJ; or Oklahoma City, OK. Candidates should be open to working in any of these locations
• Must be able to travel within U.S., * Bachelor’s degree in a related field
• 5+ years of progressively responsible technical support, application support, systems support, or related experience
• 2+ years of IT service desk, help desk, desktop support, user support, or related experience.
• Strong customer-service, troubleshooting, and communication skills. Familiarity with IT service management and ticketing practices.

Preferred Qualifications:

• ServiceNow or comparable ITSM platform experience.
• ITIL knowledge or certification.
• Microsoft 365 and enterprise Windows support experience.
• Application or production support experience.

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi’s firmly defined core values have driven all aspects of the business, which have been paramount to our company’s success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Military Veterans Encouraged to Apply., At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.