**Responsibilities & Qualifications** **RESPONSIBILITIES**   The **Help Desk Support Tech** willperformor provide supportas part of a24/7, 365-day Service Desk (SD) to support IT services and applications,using the customer’s Information Technology Service Management (ITSM) tool set to document, process, and monitor incidents, problems, inquiries, and change and service requests, as well as coordinate new capabilities through an actionable service catalog and support for other IT service management functions. The Help Desk Support Techwill: + Providetechnical advice and guidance on installation, adaptation, configuration or enhancement ofcustomertechnical products,programs + Performproblem resolution on the telephone with users, walkingthe user through a series of steps todetermineproblem and classify level, priority and nature of the problems and systems. + Possessa wide range ofin-depthskills and knowledge in computer hardware and software as well as networking systems in use at customer sites + Provideexpertisefor the resolution of technical problems, troubleshoots products andmodifiesproducts to customer requirements + Provide expert and second tier technical support for the installation and repair of complex systems and outages + Review systemand configurations to ensure successful implementation of services into production. + Maintain system stability through advanced analytical techniques,timelyresolution of incidents, and proactive maintenance to provide the maximum availability andoptimalMean TimeToRepair. + Partnerwith developers and engineers to reduce reoccurring incidents + Provide consultativeassistanceduring off hours as needed + Assistin developing continuous process improvement for support tools, troubleshooting techniques + Collaborate andassisttesting and optimization of product support techniques and tools. Communicate toappropriate internalpersonnel of issues at a particular account + Determinethe effectiveness of known solutions for the reported problem andapply thesesolutions asrequired + Determineseverity and complexity of a reported issue and ifnecessary,escalate to theappropriate specialist + Determinethe troubleshooting workflow and organize support priorities + Determineseverity and complexity of a reported issue and escalate to theappropriate specialist Specific responsibilities include: + Provision ofTier 1Support (e.g., Accounts for Applications), theinitialsupport level responsible for basic customer issues + Provision of Tier 2 Support (e.g., Process Restart, Simple SOPs, No Code Changes, and Triage toTier 3) -more in-depth technical support level than Tier1. + Support toTier 3 specialists, as theyhandlethe most difficult or advanced problems + Desk-Side Support asrequested, including + Providing desksideassistanceto resolve customer incidents and locally resolving systems account and access management issues + Tailoring directory service entries, organizational mailboxes, and distribution lists to meet customer requirements + Loading approved add-on applications to the workstation baselines + Supporting equipment install, move, add, change requests; and configuring, troubleshooting, andmaintainingend-user devices and peripherals + Supporting incident and problem management activities conducted by other team members **REQUIRED QUALIFICATIONS** + Currentlypossessan activeTopSecret security clearance + Years of experience with degree: BS 5-7 Years, MS 3-5, PhD 0-2 **PREFERRED QUALIFICATIONS** ** ** + ITIL v4 Foundations certification **Overview** Weare seeking a **Help Desk Support Technician** tosupport theOffice of the Director of National Intelligence (ODNI)National Counterterrorism Center (NCTC).This analystwill play an importantrolehelpingto buildaflexible and responsive IT environmentthatmeetsNCTC’sevolving and changingmission priorities. 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 nimblyutilizethe best that information technology offers to meet the business needs of our Federal Government customers. 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! **Additional Job Information** **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: Chantilly, Virginia primarily with occasionaltravel within theNational Capital Region (NCR) + Type of environment: Varies + Noise level: Low + Work schedule: “Normal work hours” constitute on average 8 hours a day,40 hoursper week (excluding breaks and meal periods) within standard operational hours occurring 0600-1800, Monday-Friday, excluding Federal holidays. May be requested to work evenings and weekends to meet program and contract needs. + Amount of Travel: 20% **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 employeeis regularly required touse hands tohandle, feel, touch; reach with hands and arms; talkandhear. The employeeis regularly required tostand,walk,sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee isfrequentlyrequired tolift upto 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** Citizenship: U.S. Citizenship Clearance requirement:TS/SCI with Polygraph **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** Toprovide 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, geneticinformation,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. **Job Locations** _US-VA-Chantilly_ **ID** _2025-7670_ **Category** _Information Technology_ **Type** _Regular Full-Time_