Help Desk Support Technician, Mid

RESPONSIBILITIES  

The Help Desk Support Tech will perform or provide support as part of a 24/7, 365-day Service Desk (SD) to support IT services and applications, using the customer’s  Information Technology Service Management (ITSM) tool set to document, process, and monitor incidents, problems, inquiries, and change and service requests, as well as coordinate new capabilities through an actionable service catalog and support for other IT service management functions.  

The Help Desk Support Tech will: 

• Provide technical advice and guidance on installation, adaptation, configuration or enhancement of customer technical products, programs 

• Perform problem resolution on the telephone with users, walking the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.  

• Possess a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites 

• Provide expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements 

• Provide expert and second tier technical support for the installation and repair of complex systems and outages 

• Review system and configurations to ensure successful implementation of services into production.  

• Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.  

• Partner with developers and engineers to reduce reoccurring incidents 

• Provide consultative assistance during off hours as needed 

• Assist in developing continuous process improvement for support tools, troubleshooting techniques 

• Collaborate and assist testing and optimization of product support techniques and tools. Communicate to appropriate internal personnel of issues at a particular account 

• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required 

• Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist 

• Determine the troubleshooting workflow and organize support priorities 

• Determine severity and complexity of a reported issue and escalate to the appropriate specialist 

Specific responsibilities include: 

• Provision of Tier 1 Support (e.g., Accounts for Applications), the initial support level responsible for basic customer issues 

• Provision of Tier 2 Support (e.g., Process Restart, Simple SOPs, No Code Changes, and Triage to Tier 3) - more in-depth technical support level than Tier 1. 

• Support to Tier 3 specialists, as they handle the most difficult or advanced problems 

• Desk-Side Support as requested, including  

• Providing deskside assistance to resolve customer incidents and locally resolving systems account and access management issues 

• Tailoring directory service entries, organizational mailboxes, and distribution lists to meet customer requirements 

• Loading approved add-on applications to the workstation baselines 

• Supporting equipment install, move, add, change requests; and configuring, troubleshooting, and maintaining end-user devices and peripherals 

• Supporting incident and problem management activities conducted by other team members 

REQUIRED QUALIFICATIONS 

• Currently possess an active Top Secret security clearance
• Years of experience with degree: BS 5-7 Years, MS 3-5, PhD 0-2 

PREFERRED QUALIFICATIONS  

• ITIL v4 Foundations certification

We are seeking a Help Desk Support Technician to support the Office of the Director of National Intelligence (ODNI) National Counterterrorism Center (NCTC). This analyst will play an important role helping to build a flexible and responsive IT environment that meets NCTC’s evolving and changing mission priorities. 

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. 

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!  

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:  Chantilly, Virginia primarily with occasional travel within the National Capital Region (NCR) 

• Type of environment: Varies 

• Noise level: Low  

• Work schedule: “Normal work hours” constitute on average 8 hours a day, 40 hours per week (excluding breaks and meal periods) within standard operational hours occurring 0600-1800, Monday-Friday, excluding Federal holidays. May be requested to work evenings and weekends to meet program and contract needs. 

• Amount of Travel: 20% 

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 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 

Citizenship: U.S. Citizenship 

Clearance requirement: TS/SCI with Polygraph

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 

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.