Service Desk Technician

Overview

We are seeking a Service Desk Technician to support our Air Force National Capital Region IT Services (AFNCR ITS) program at Joint Base Andrews, MD.

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 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.

By applying to a role at Tek Synap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

As part of the application process, you agree that Tek Synap Corporation may retain and use your name, e‑mail, and contact information for purposes related to employment consideration.

• Providing phone, email, and web support to users.
• Greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
• Trouble shoot the problem being reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem.
• Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
• Update assigned tickets and continuously coordinate necessary work.
• Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
• Escalate the problem to next level support if the issue cannot be resolved at Level 1.
• Provide excellent phone support and oral and written communication skills.
• Work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
• Apply logical thinking and problem‑solving skills to common end‑user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.

• Minimum DoD Secret Clearance
• Active IAT II certification
• Requires a high school diploma or equivalent and 2+ years of prior relevant experience.
• US citizenship required.
• Experience working in a customer service or call center environment.
• Thrives in a team atmosphere and can keep their cool when the phone call volume surges.
• High-energy work ethic and available to work non‑standard hours during peak times.

• Experience working in a lab or professional environment.

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:
  
  Andrews Air Force Base, MD
• 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: 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 disabilities to perform the essential functions.

While performing the duties of this…