Tier 2​/Mission IT Support Analyst

Responsibilities & Qualifications

RESPONSIBILITIES

The Tier 2/3 Mission IT Support Analyst will resolve mission-impacting IT incidents and support escalated O&M issues across ODNI systems. Core responsibilities include:

• Provide escalated troubleshooting of system, network, and user-facing incidents in classified environments.
• Triage and resolve Service Now tickets; elevate as needed to Tier 4.
• Perform patching, account management, endpoint diagnostics, and infrastructure monitoring.
• Document recurring incidents and contribute to SOP and knowledge base development.
• Collaborate with engineers and program leadership to maintain high system availability and mission readiness.

REQUIRED QUALIFICATIONS

• Active TS/SCI clearance with CI Polygraph.
• Associate or Bachelor’s degree in IT or related discipline; additional experience may be substituted.
• 2+ years of Tier 2/3 support in a DoD/IC environment.
• Experience with Windows/Linux troubleshooting and ticketing platforms (Service Now, Remedy).
• Familiarity with networking, user access issues, and security hygiene.
• Strong communication and customer service skills.

PREFERRED QUALIFICATIONS

• ITIL v4 or DoD 8570 IAT Level I certification.
• Experience supporting ODNI or NSA service desks.
• Familiarity with automated monitoring platforms (Splunk, Solar Winds).
• Hands-on experience supporting agile product teams or secure cloud environments.

We are seeking a Tier 2/3 Mission IT Support Analyst to support the Office of the Director of National Intelligence (ODNI) as part of a dynamic, mission-driven team. This Analyst will play a key role in designing, delivering, and supporting secure, agile solutions that enable ODNI to execute its intelligence integration and national security mission. This position offers the opportunity to work across classified environments, contribute to enterprise transformation, and help implement next-generation capabilities aligned with ODNI's modernization priorities.

Tek Synap 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.

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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:
  
  Bethesda, MD. 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 , Monday‑Friday, excluding Federal holidays. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: 10%

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…