Service Desk in TekSynap

At TekSynap, people are our differentiator. As a Help Desk Analyst supporting a federal government customer, you will be trusted to perform first level contact and incident resolution to customers with software, and application problems. Includes handling both customer telephone support as well as electronically submitted requests.RESPONSIBILITIESProvides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requestsProvides polite and friendly customer serviceSupport all Cross-Domain solution requirementsStay up-to-date and be familiar with CSfC capability packagesStay up-to-date on CSfC-approved products and versions.Utilize network monitoring and testing tools to verify the health and availability of the network and associated service applicationsUtilize troubleshooting methods and tools (i.e. ping, trace route) to diagnose or resolve incidents. Efficiently escalate incidents to the appropriate group when requiredAugment cybersecurity monitoring staff as neededSupport the building of end point devices, including smart phones and laptopsDocuments incident status and solutions in incident database tools.Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capabilitySupport briefings and advocacy in helping the client adopt the CSfC service offeringWillingness to occasionally work evenings and weekends required for outages or maintenance effortsPerform special projects and other duties as assigned.REQUIRED QUALIFICATIONSSecret Clearance level 3 or more years of experience in service desk supportIAT-II DOD 8570 Certification CySA+ (CompTIA Cybersecurity Analyst), GICSP (Global Industrial Cyber Security Professional), GSEC (GIAC Security Essentials), Security+ CE (CompTIA Security+ Continuing Education), CND (Certified Network Defender), SSCP (Systems Security Certified Practitioner)Computing Environment Certification (e.g., MCSA, Linux, CCNA etc)BA/BS = 5 years; AA=7 yearsWe are seeking a Help Desk Support Service Specialist to join our team supporting Network Enterprise Technology Command (NETCOM) in Honolulu, HI.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 utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.COMPETENCIES Establish FocusChange ManagementDevelop OthersOral Communication Written Communication Interpersonal AwarenessBuild RelationshipsAnalytical ThinkingConceptual ThinkingStrategic ThinkingTechnical ExpertiseInitiativeFoster InnovationResults OrientedTeamwork Customer Service WORK ENVIRONMENT AND PHYSICAL DEMANDSThe 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 Schofield Barracks / Fort Shafter, HawaiiType of environment OfficePlease note, access for the office location for the position requires individuals to ascend and descend three flights of stairs. There is no access to an elevator or ramp.Noise level LowWork schedule OCONUS 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 20%PHYSICAL DEMANDSThe 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 CLEARANCEUnited States CitizenshipSecret Clearance requirementOTHER DUTIESPlease 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 OPPORTUNITYIn 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, 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.RESPONSIBILITIESAD user profile supervisor and description changesMicrosoft Entra IDServiceNow user profile supervisor and description changesM365 Distribution group changesM365 role and group changesSecurity Group changesShared mailbox changesNetwork drive mapping changesNetwork drive access changesTEAMS channels, department data access changesAsset tracking changes Printer assignmentsOffice to Telework vs Telework to Office changesOKTA access changesCapstone designationsOffice MovesReasonable Accommodation Equipment movesVIP List changes in SNOWSNOW workflow and group changesServe as realignment POC and coordinate with IT staff to resolve any issues with application user roles or access controls, file permissions, etc.Other duties as requested to support the ITOPS and Service Desk teamsREQUIRED QUALIFICATIONSBachelor’s degree in in Computer Sciences, Information Systems, Communications, or related discipline.Minimum 5 years of experience managing Microsoft M365 and Active Directory, User Account Management, Distribution Groups, Security Groups, shared mailbox, Retention Policies. organizational units, Group Policies, etc.Willingness to maintain open lines of communication with the customer to include telephone, internet messaging, e-mail and in-person.Experience using ServiceNow.Proven project management experience and demonstrated ability to execute and achieve expected results. Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities and meet deadlines. Must be a US CitizenMust successfully obtain a Public TrustWe are seeking a part-time Senior Systems Administrator to join our team supporting the United Sates International Development Finance Corporation in Washington, DC.The DFC’s IT Operations (ITOPS) team maintains and manages DFC’s network and is responsible for delivering and managing Windows/Linux desktop and server operating systems (OS), Azure Virtual desktop, Zscaler, Nutanix, Microsoft Office 365, Cisco and Azure infrastructure, and ServiceNow/ITSM services. This team provides direct Tier II client/customer support, incident management, and trouble resolution for all IT services, computing platforms, and wireless devices to a large remote workforce.The Senior Systems Administrator will be a member of the ITOPS team, that manages and executes large-scale end user migration projects. Responsibilities will include managing Microsoft M365 and Active Directory, User Accounts, Distribution Groups, Security Groups, shared mailboxes and Retention Policies. The Senior Systems Administrator will also participate in maintenance and day-to-day support working with the ITOPS team to ensure a seamless transition for end users.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 utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.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 Establish FocusChange ManagementDevelop OthersOral Communication Written Communication Interpersonal AwarenessBuild RelationshipsAnalytical ThinkingConceptual ThinkingStrategic ThinkingTechnical ExpertiseInitiativeFoster InnovationResults OrientedTeamwork Customer ServiceWORK ENVIRONMENT AND PHYSICAL DEMANDSThe 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, DC (hybrid)Type of environment Varies Noise level Low Work schedule Part-time, temporary contract with the potential for work to extend through 2025. Schedule is day shifts Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.Amount of Travel Less than 10%PHYSICAL DEMANDSThe 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 CLEARANCEMust be a US CitizenMust successfully obtain a Public TrustOTHER DUTIESPlease 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 OPPORTUNITYIn 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 [email protected] for assistance. 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