Senior Help Desk Specialist

RESPONSIBILITIES 

• Provide frontline technical support for IT-related issues, hardware, software, and mobile devices. 

• Manage and resolve service desk tickets, prioritizing urgent and high-impact incidents. 

• Deliver desk-side and remote support services, ensuring minimal service interruptions. 

• Support unclassified mobile devices, including activation, troubleshooting, and configurations. 

• Perform setup and management of classified mobile devices, ensuring secure connections and authorized user access. 

• Implement and follow security protocols for classified mobile communications, ensuring compliance with organizational standards. 

• Coordinate device deployments, upgrades, and decommissioning for both classified and unclassified devices. 

• Configure, maintain, and troubleshoot end-user devices, including desktops, laptops, tablets, and mobile phones. 

• Implement patches, software updates, and security configurations on both classified and unclassified mobile systems. 

• Support the integration of mobile applications and solutions within the enterprise network. 

• Identify, track, and resolve recurring problems related to mobile support or desktop environments. 

• Escalate and coordinate advanced issues with internal teams and external vendors when necessary. 

• Maintain documentation on mobile device configurations, troubleshooting guides, and FAQs for internal use. 

• Update and expand knowledge bases to support both junior help desk personnel and end users. 

• Ensure compliance with organizational and federal security policies when handling sensitive and classified information. 

• Perform regular audits on mobile devices to maintain compliance and mitigate risks. 

• Collaborate with IT teams, network engineers, and cybersecurity specialists to ensure device connectivity and security. 

• Provide mentoring and guidance to junior staff, ensuring consistent service delivery and knowledge transfer. 

REQUIRED QUALIFICATIONS 

• Experience: 

• Five (5) years relevant experience 

• Certifications: 

• CompTIA Security+  

• Education: 

• Associate’s degree in Computer Science, Information Systems, Mathematics, Physics, Engineering, or another applicable 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.