Tier II Help Desk Technician

RESPONSIBILITIES

• Provide end-user support services for hardware and software.
• Manage and monitor all support request tickets. Track tickets until closure and update status regularly.
• Provide user support via remote computer control (RDP and SCCM)
• Provide on-site walk-up and deskside user support
• Provide basic incident evaluation, fault isolation, analysis, and troubleshooting; resolve issues if possible, or escalate to the appropriate tier and support team based on SLA requirements
• Provide file access management and restore lost or damaged files in user-accessible locations
• Create and maintain standard operating procedures (SOPs) for end users and end-user support.
• Provide full account lifecycle management for Commission users using Microsoft Active Directory Domain Services
• Ensure user and computer account attributes and directory information remain up to date as changes occur.
• Capable of imaging devices to maintain a hot shelf of readily available inventory. 
• Maintain a standard workstation baseline configuration image according to approved USITC secure configuration standards
• Knowledge of ServiceNow for ITSM in support of Tiers I and II tickets for triage and escalation
• Provide technical support for client endpoints: incident analysis, fault isolation troubleshooting, and remedial/restoration actions after escalation to resolve tickets within ServiceNow
• Utilize ServiceNow to manage and document incidents, problems, and changes efficiently.
• Collaborate with Tier 1 support and other IT teams to ensure timely issue resolution.
• Navigate and leverage ServiceNow effectively to troubleshoot and resolve advanced technical issues.
• Escalate incidents to Tier 3 support or specialized teams after thorough triaging efforts
• Contribute to the improvement of ServiceNow configurations and workflows.
• Provide clear and concise communication to end-users, explaining technical solutions in non-technical terms.
• Collaborate effectively with the Tier 1 team, Service Desk Lead, and other IT stakeholders.
• Document resolutions in detail and contribute to the knowledge base for future reference.
• Prioritize a positive customer experience by understanding and addressing user needs.
• Solicit and act on feedback to continuously improve service delivery.
• Proactively identify opportunities to enhance customer satisfaction.
• Maintain and enforce a software whitelist containing approved software titles and versions
• Perform software audits on client devices to ensure software license compliance and validation of approved software
• Resolve basic issues to printers, copiers, faxes, and multifunction devices such as user-serviceable jams, toner replacement, and physical layer network connectivity
• Coordinate with external contractors for assets under warranty
• Perform government-approved software installations using automated remote deployment mechanisms
• Provide audio/video teleconferencing support
• Provide support for Mobile Device Management (MDM) software
• Provide support for Unified Communications as a Service (UCaaS) devices
• Knowledgeable on how to subscribe to and manage patches and releases for all approved software
• Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices
• Provide Microsoft desktop whitelisting support for all approved software
• Maintain approved software for desktops, ticketing solutions, printers
• Provide virus scanning and remediation services for client endpoints
• Ability to ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date
• Ability to ensure all client endpoint devices are configured with Full Disk Encryption (FDE) before issuance
• Responds to calls, email, and personnel request for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Knowledgeable on commonly used concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Work under general supervision.

REQUIRED QUALIFICATIONS

• 6+ years of experience in a Tier 2 or equivalent technical support role.
• Proficient in using ServiceNow for incident and problem management.
• ITIL Foundation knowledge (certification preferred).
• Strong analytical and critical thinking skills
• Excellent verbal and written communication skills
• Commitment to delivering exceptional customer service
• High school diploma, technical certification, or HDI Certification preferred.
• Proficiency with word processing, spreadsheets, databases, and other Office Suite applications
• US Citizen
• Active Secret Clearance

We are seeking a dedicated Tier 2 Service Desk Analyst with expertise in ServiceNow and ITIL practices, along with effective communication skills and a customer-focused mindset.to join our team supporting the US International Trade Commission's Information Technology Service Desk Support Services contract. 

The contract provides and operates an integrated IT service desk (ITSD) and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems. 

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to includes health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!

The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

COMPETENCIES

• Establish Focus
• Change Management
• Develop Others
• Oral Communication
• Written Communication
• Interpersonal Awareness
• Build Relationships
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork
• Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington, DC with occassional travel required to Sterling, VA
• Type of environment: Office
• Noise level: Low - Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Secret Clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.