Mid-Helpdesk Specialist

RESPONSIBILITIES 

• Act as a point of escalation for complex issues, collaborating with Tier II and Tier III support to resolve critical incidents. 

• Prioritize, manage, and monitor ticket progress to ensure timely resolution and meet service-level agreements (SLAs). 

• Conduct follow-up with users to confirm problem resolution and capture feedback for continuous improvement. 

• Monitor network and system health dashboards to identify potential issues before they impact users. 

• Perform preventative maintenance, including software updates, vulnerability patching, and system optimizations. 

• Work closely with network engineers, cybersecurity teams, and system administrators to address root causes of technical issues. 

• Assist with deployments of new software or system upgrades, ensuring minimal disruption to users. 

• Support user Onboarding/Offboarding processes, including account setup, access provisioning, and security configuration. 

• Ensure compliance with security protocols and assist in resolving user account lockouts, password resets, and access permissions. 

• Provide desk-side training to end users on common software applications, troubleshooting techniques, and system use. 

• Develop user-friendly guides, FAQs, and tip sheets to enhance end-user independence and reduce helpdesk workload. 

• Provide technical expertise during optional projects or task assignments, including support for system upgrades, migrations, and assessments. 

• Participate in pilot testing, process evaluations, and tool implementation as part of system optimization initiatives. 

• Provide technical support for user issues, system diagnostics, and resolutions across software, hardware, and network infrastructure. 

• Support system baselines, patches, updates, and configuration changes as part of optional projects. 

• Ensure proper tracking, documentation, and closure of incidents and requests within the IT Service Management platform. 

• Troubleshoot and resolve technical problems related to end-user devices, networks, printers, and applications. 

• Perform installations, configurations, and updates of hardware and software to meet security and functionality requirements. 

• Contribute to knowledge base development for ongoing technical improvements and user self-service solutions. 

• Monitor and maintain IT asset inventory, ensuring proper allocation, maintenance, and replacement cycles. 

• Generate incident, asset, and performance reports to support continuous service improvement. 

REQUIRED QUALIFICATIONS 

• Experience: 

• Five (5) years relevant experience 

• Certifications: 

• CompTIA Security+ 

• Education: 

• Associate’s degree in Computer Science, Information Systems, Math, Physics, Engineering, or another related field 

• Clearance: 

• Must possess a Secret clearance 

We are seeking a Mid-Helpdesk 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.