Help Desk Support Technician, Junior

Responsibilities & Qualifications

RESPONSIBILITIES  

 

The Help Desk Support Technician 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 

 

REQUIRED QUALIFICATIONS 

• Currently possess an active Top Secret security clearance

 

PREFERRED QUALIFICATIONS  

 

• ITIL v4 Foundations certification

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Overview

We are seeking a Junior 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 toda