Service Desk Specialist II
Company: NetCov
Location: Arlington
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Job description Who we are:
Network Coverage is a best-in-class technology solutions provider
specializing in IT managed services, cybersecurity, compliance,
cloud enablement, digital transformation and software development
for mid-market and enterprise organizations. Our comprehensive
technology solutions and operational excellence allow clients to
focus on their business with the value of an end-to-end technology
partner. Network Coverage believes in providing purpose to our
people and that character, integrity and commitment win out.
Technology is our mission, empowering and developing our team is
our passion. What the role is: Service Desk Specialist II Division
- Center - Team: Service Operations – Service Desk Reporting to:
Service Desk Lead About the Role The Service Desk Specialist II
role provides Tier 2 support to clients, addressing and resolving
hardware, software, network and security issues, while maintaining
recurring onsite commitments to static client(s). A part of a
dynamic support team, this role collaborates with other support
roles to ensure efficient problem resolution in a timely manner,
aids in escalation management by handling lower-level escalations,
and works with their Team Lead and team members across departments
to help drive tactical and strategic operational items related to
their assigned client(s). These contributions are key to
maintaining high levels of customer satisfaction by delivering
effective solutions, clear communication and setting reasonable
expectations. This position is crucial for ensuring smooth and
efficient operation of our clients’ IT systems. Accountabilities
Client Support and Service Delivery Timely and effective resolution
of Tier 2 server, desktop and application service requests Act as a
supportive technical resource for the team to ensure service needs
are met Develop and maintain strong relationships with your
assigned client(s) and team members Manage client IT systems and
adhere to service level agreements Assist with root-cause analysis
if directed. Support other NetCov clients in addition to the
dedicated client assignment as determined by NetCov operational
need. Perform additional tasks and responsibilities as assigned by
your manager, which may consist of duties not explicitly outlined
in this job description, in alignment with the overall needs of
NetCov operations. Ensure NetCov has updated customer documentation
needed to provide best-in-class support Maintain a daily 85%
billable rate working tickets and answering phone calls. Potential
for on-sites at customer offices, which would be directed by the
Team Lead as the team need arises Real time tracking and updates of
support tickets in Network Coverage’s ticketing system.
Infrastructure Management and Performance Optimization Monitor and
optimize client systems for efficient performance, reliability and
security Produce and update technical documentation for client
systems and team training Collaborate with the managed services
team to identify client trends Client Communication and Continuous
Improvement Maintain clear client communication and set
expectations on active support inquiries Identify opportunities to
enhance process efficiency and implement best practices Remain
updated on industry advancements and enhance technical skills
Ensure that all customer inquiries and complaints are addressed
promptly and professionally. Knowledge, Skills, and Abilities
(KSAs) Required Technical Expertise: Expanded technical knowledge
of current IT infrastructures including servers, networks,
virtualization, cloud systems and security Proficiency with
Microsoft server and client operating systems, Active Directory,
DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop
applications. Proficiency with LAN/WAN connectivity designs,
firewalls, switching and wireless Management of cloud systems
including AWS, Azure and Office 365 Problem-Solving and Time
Management: Ability to diagnose and resolve technical issues timely
and effectively Experience with various troubleshooting tools and
techniques Strong organizational skills and ability to prioritize
tasks Communication and Interpersonal Skills: Excellent verbal and
written communication abilities Active listening skills to fully
understand client issues and concerns High attention to detail to
ensure accurate record-keeping Capacity to explain technical
concepts and solutions to non-technical stakeholders Technical
Competencies Qualifications and Experience: Bachelor's degree or
Associate’s degree in Information Technology, Computer Science,
Network Administration or related field. 2-5 years of relevant IT
experience as either a Systems Analyst, Systems Administrator, IT
Specialist or similar position. Industry certifications e.g.,
CompTIA A, Network, Security, Amazon AWS, Microsoft Azure,
Microsoft MCP, Cisco CCNA, or similar, are highly desirable. Role
Logistics This is a full-time position Days and hours of work are
Monday through Friday, 8:00 AM - 5:00 PM [9-hour shift] This
position will require participation in a recurring predetermined
on-call rotation. This position is 100% onsite, and will require
travel and recurring visits to client offices where locations will
vary. Reliable transportation is required. This position may
require travel to industry events, Network Coverage office
locations, and Network Coverage events where locations will
vary.
Keywords: NetCov, Sterling , Service Desk Specialist II, IT / Software / Systems , Arlington, Virginia
