Senior Help Desk Specialist

RESPONSIBILITIES 

• Provide desk-side support and remote support for J6-supported contingency facilities on NIPRNet, SIPRNet, and other classified networks, ensuring systems are fully operational for planned and no-notice operations. 

• Assist the Government COOP Coordinator in preparing and maintaining contingency operation plans, participating in five annual COOP exercises across multiple sites. 

• Attend semi-annual Government-led training events to ensure readiness for contingency operations. 

• Maintain a daily presence of desk-side support technicians at the primary contingency facility, ensuring proper system functionality, preventative maintenance, and lifecycle management of J6-managed systems. 

• Perform system checks, preventative maintenance, and update documentation in the TMS for all "warm site" systems based on Government-directed schedules. 

• Serve as the technical lead for embedded and mobilized IT staff during contingency operations. 

• Provide remote desk-side support to other J6 customers when workload allows and contingency tasks permit. 

• Transition contingency locations from “warm” or “cold” sites to fully activated and occupied sites, supporting 10-1,400 active desks as needed during major contingency operations. 

• Provide comprehensive IT support during contingency operations, ensuring end-user systems on NIPRNet, SIPRNet, and other classified networks are fully operational. 

• Deliver VIP-level technical assistance, including troubleshooting, installation, configuration, and maintenance of end-user devices and network connections. 

• Ensure seamless coordination and resolution of incidents, service requests, and system issues, prioritizing tasks to minimize disruptions during critical operations. 

• Assist with managing and maintaining desk-side and remote support services, ensuring IT readiness for planned and emergency activations. 

• Support all technical needs for end-users, including backup, data restoration, and secure access to critical systems, maintaining compliance with DOD and J6 cybersecurity standards. 

• Act as a trusted agent (TA) to process SIPRNet PKI token requests and coordinate token delivery for contingency site users. 

• Ensure 24x7x365 support during contingency operations and emergency activations, sustaining operations for up to 30 calendar days as required. 

• Provide augmentation personnel for COOP exercises and ensure support is delivered according to the Government-provided CONOPS. 

• Support steady-state operations at warm sites with dedicated staff and respond to after-hours recalls within 2 hours. 

REQUIRED QUALIFICATIONS 

• Experience: 

• Five (5) years relevant experience 

• Certifications: 

• CompTIA Security+ 

• Help Desk Institute (HDI) Certification or an A+-related certification 

• Education: 

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

• Clearance: 

• Must possess a TS/SCI 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 

TS/SCI 

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.