Job Abstract

ID

2024-6645

Category

Information Technology

Type

Regular Full-Time

RESPONSIBILITIES

• Provide end user support services for hardware and software.
• Process request, incidents, and problems per defined Service Level Agreements (SLAs).
• Provide support for technology enhancements.
• Manage, monitor, track, and resolve all support request tickets and provide daily updates.
• Provide a service desk call center support from 0600 – 1800 Monday – Friday.
• Serve as the Tier 1 and Tier 2 point of contact for the Commission’s users’ IT needs via phone, email, and walk-up.
• Maintain a service catalog and self-service software request system.
• Provide user support via remote connectivity.
• Provide basic incident evaluation, fault isolation, analysis, and troubleshooting, and resolution of issues, or escalate if required.
• Develop All Hands communications for network services status, planned outages, etc,
• Provide file access management and restore of lost or damaged files.
• Create and maintain standard operating procedures (SOPs) for end users and end user support.
• Maintain the asset inventory database, perform automated and manual audits.
• Provide hardware and software inventory management.
• Provide full account lifecycle management using Microsoft Active Directory Domain Services.
• Ensure user and computer account attributes and directory information is up to date.
• Ensure stock of imagined devices are ready for rapid deployment.
• Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched, anti-virus software and System Center Configuration Manager (SCCM) software are installed.
• Use remote diagnosis and tools to resolve incidents.
• Maintain and enforce a software whitelist containing approved software titles and versions.
• Resolve basic issues to printers, copiers, faxes, and multifunction devices.
• Coordinate with external contractors for assets under warranty.
• Perform software installations using automated remote deployment mechanisms.
• Provide software/application training as needed.
• Provide support for Mobile Device Management (MDM) software.
• Provide support for Unified Communications as a Service (UCaaS) devices.
• Provide Microsoft desktop whitelisting support for all USITC software.
• Maintain approved software for desktops, ticketing solution, printers.
• Ensure software is patched to current levels before deployment.
• Provide virus scanning and remediation services for client endpoints.
• Ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date.

REQUIRED QUALIFICATIONS

• 1-3 years of experience
• Prior experience in a government consulting services environment is preferred
• Proficiency in problem solving on technical issues
• High school diploma, technical certification or HDI Certification
• Proficiency with word processing, spreadsheets, database, and other office software
• US Citizen
• Active Secret Clearance
• Location: ONSITE Washington D.C.

We are seeking a Service Desk Technician to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract.

The contract provides and operates an integrated IT service desk (ITSD) and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems.

The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

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!

The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

By applying to a role at TekSynap 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".

COMPETENCIES

• Teamwork
• Customer Service
• Positive Attitude
• Oral Communication
• Written Communication
• Problem Solving
• Interpersonal Awareness
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Be proactive to customer and company needs
• Be Focused
• Foster Innovation
• Results Oriented

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: Washington, D.C.
• Type of environment: Office
• Noise level: Medium - High
• 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: Less than 5%

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 regularly required to lift up to 10 pounds. 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

US Citizen

Secret Clearance

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

In order 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, sexual orientation, gender identity, protected veteran status, 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.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.