Support Analyst

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy’s core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance; HSA, FSA; 401(k) with immediately vested company match; PTO/Sick Leave, 11 paid federal holidays, parental leave; tuition and training reimbursement; a referral bonus program; and life management programs.

At Synergy, you’ll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven—if that sounds like you, Synergy has a position for you!

• Review, prioritize, and address end user support requests using JIRA, Remedy/ARS, SailPoint, ServiceNow, Microsoft Teams, and other systems. 
• These include, but are not limited to: User account management (Microsoft domain and others) and system access, VPN and other connectivity issues, hardware and software troubleshooting and deployment, virtualization technology; handling cross-agency coordination among both contract and Federal agencies and personnel as necessary 
• Communicate and coordinate software and hardware deployment installations, engaging personnel in remote offices throughout the United States and its territories 
• Support technical and security onboarding of new hires, coordinating with outside agencies to complete hardware, software & license setups in accordance with requirements 
• Create, update, and distribute End User Support documentation (JIRA, Confluence, SharePoint) 
• Understand and track inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders’ purchase decisions 
• Analyze, compare, and make recommendations for hardware & software packages and other technologies 
• Research software for compliance and certification on government systems 
• Assist with facility management and security processes if in Fort Collins area 

• Technical customer service or help desk experience. 
• Experience working with a ticket management or CRM system (Jira, Kace, Remedy, Cappuccino). 
• Experience with ServiceNow, Snipe-IT or equivalent asset management tool 
• Intermediate experience with Microsoft Office suite and Adobe Acrobat Pro 
• Software, hardware, networking and VPN troubleshooting experience 
• Must be self-directed and driven to work with external partners and End Users 

• Experience with and understanding of Active Directory 
• Understanding of authentication certificate systems or PIV/CAC cards 
• Excellent interpersonal, communication and leadership skills 
• CompTIA A+, Computer Science or Information Technology education 
• Proficiency with managing evolving project documentation. Confluence/Sharepoint experience is a plus 
• Comfortable with and tolerant of workflow and process changes 
• Ability to communicate complex technical pro