Senior Help Desk Specialist

RESPONSIBILITIES 

• Conduct walk-throughs of office spaces to assess IT requirements and ensure project alignment. 

• Identify and document full IT requirements for office spaces, including computers, phones, printers, VTC systems, and cable televisions. 

• Oversee the decommissioning of office spaces, ensuring proper tagging, triaging, and removal of IT assets and cabling. 

• Provide workstation and laptop re-imaging to support new office setups and relocations. 

• Perform manual software installations and configurations, ensuring system compatibility. 

• Coordinate logistics and asset management with property management teams to facilitate office relocations. 

• Assist Property Management or end users with IT asset connectivity at new locations, ensuring proper setup and issue resolution. 

• Deliver end-to-end project management for all BCTF/OSR projects, ensuring adherence to project management methodologies. 

• Maintain continuous coordination with Government stakeholders, such as WHS Space Portfolio Management Division, WHS BCTF Council, and HQDA Facilities. 

• Work closely with J6 service areas, including Service Desk, Security Operations, Network Operations, Telecommunications, Enterprise Print, Mobile/Wireless, and AV/VTC teams. 

• Collaborate with network systems engineers to resolve connectivity issues for relocated or newly installed IT equipment. 

• Develop and maintain Standard Operating Procedures (SOPs), Concept of Operations (CONOPS), and documentation for project support. 

• Create and maintain project schedules, plans, and narratives, documenting customer requirements, scope, resources, dependencies, and estimated costs. 

• Provide weekly project status updates and maintain transparency with Government stakeholders. 

• Ensure rapid response within 24 hours for urgent IT equipment stand-ups supporting new offices with NIPR, SIPR, and Yellow Network connectivity. 

• Utilize Government-provided ticketing systems to track project tasking, update work orders, and notify customers of status changes. 

• Maintain a comprehensive SharePoint repository for BCTF/OSR project documentation, including customer agreements, equipment lists, and project schedules. 

• Report project progress in Weekly Status Reports, Monthly Activity Reports, and Annual Roll-ups, ensuring compliance with Government reporting requirements. 

• Manage installation and relocation projects for groups of 10 or more users, coordinating with VIP Support for executive-level personnel. 

• Oversee Moves/Adds/Changes (MACs) for IT equipment, ensuring seamless transitions and minimal downtime for end users. 

• Support large-scale IT installations, including infrastructure setup, port activations, phone installations, VLAN extensions, firewall modifications, and procurement of additional equipment. 

• Facilitate technology insertions and refreshes, ensuring alignment with Government IT modernization initiatives. 

• Ensure the functionality and connectivity of all relocated IT assets, resolving outstanding technical issues as needed. 

• Lead decommissioning efforts, including IT asset recovery, removal of cabling, and compliance with Lifecycle Replacement (LCR) policies. 

• Develop and maintain weekly and monthly reports, tracking project dependencies, IT asset requirements, and overall project success. 

• Organize and conduct weekly working group meetings to discuss project progress with J6 stakeholders. 

• Prepare and manage project plans following PMI methodologies, ensuring structured execution from initiation to closeout. 

• Ensure formal customer agreements are in place before initiating work, capturing requirements and project scope. 

• Provide end-to-end ownership of IT projects, ensuring successful execution and customer satisfaction. 

• Utilize PMBOK and ITIL Service Design (SD) standards for project planning and execution. 

• Use Government-designated project management and ITSM tools to track projects, manage assets, and document progress. 

• Maintain a Records Management system within SharePoint for archiving all completed project documents. 

• Conduct QA walkthroughs with customers, ensuring all project requirements are met before closure. 

• Maintain ownership of IT projects from initiation to completion, ensuring on-time delivery and successful implementation. 

REQUIRED QUALIFICATIONS 

• Experience: 

• Five (5) years relevant experience 

• Certifications: 

• CompTIA Security+ 

• Education: 

• Associate’s degree in computer science, Information Systems, Math, Physics, Engineering, or a related discipline. 

• Clearance: 

• Must possess a Secret clearance 

We are seeking a Senior Help Desk Specialist to join our team supporting DISA JSP Service Delivery. 

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 include 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 vaccination requirements mandated by contract, applicable law or regulation. 

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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.  

• Locations: National Capital Region 

• Type of environment: Office 

• Noise level: 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 

U.S. Citizen 

Secret 

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, sexual orientation, gender identity, protected veteran status, 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. 

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.