**Responsibilities & Qualifications** **RESPONSIBILITIES** + Provide first-line technical support, responding to end-user service requests and incident tickets through the service desk system. + Follow established ticketing protocols to categorize, prioritize, and escalateincidentsas necessary. + Collaborate with cross-functional teams to resolve user issues related to hardware, software, and network access. + Track service tickets from initiation to closure and ensure resolution aligns with service-level agreements (SLAs). + Act as part of the call center team, managing andmonitoringincoming calls related to technical issues and service requests. + Ensure proper ticket generation for all interactions, accurately capturing details and updates. + Coordinate with Tier II and Tier III teams when needed for further troubleshooting and resolution. + Maintain professionalism and effective communication with users, deliveringtimelyfollow-ups. + Provide desk-side support for end-users, troubleshooting hardware/software issues and resolving access problems. + Conduct equipment setup, maintenance, and updates to workstations, mobile devices, printers, and peripherals. + Collaborate with internal IT teams to deploy patches, updates, and configuration changes asrequired. + Perform user account setup, password resets, and other access-related services. + Support Continuity of Operations (COOP) plans by ensuring IT systemsremainfunctional during emergency events or disruptions. + Assistin COOP site setup, maintenance, and testing, ensuring the operational readiness of backup systems and infrastructure. + Participate in regular exercises to test andvalidateCOOP procedures. + Provide documentation and updates to COOP-related activities, ensuring alignment with DoD requirements. **REQUIRED QUALIFICATIONS** + Experience: + Five(5) years relevant experience + Certifications: + CompTIA Security+ Help Desk Institute (HDI) or A+ related certifications + Education: + Associate’s degree in Computer Science, Information Systems, Math, Physics, Engineering, or another related field + Clearance: + MustpossessaSecretclearance **Overview** We are seeking aMid-HelpdeskSpecialistto join our team supportingDISA JSP Service Delivery.   TekSynap is afast-growinghigh-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.   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. Employeesare required tocomply withany vaccination requirements mandated by contract, applicablelawor 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". **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 madeto enable individuals with disabilities to perform the essential functions. + Locations:National Capital Region + 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: Less than 10% **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 to handle, feel, touch; reach with hands and arms; talk and hear. The employeeis regularly required tostand;walk;sit;climb or balance; and stoop, kneel, crouch, or crawl. The employeeis regularly required tolift upto 10 pounds. 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** U.S. Citizen Secret   **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,responsibilitiesand activities may change at any time with or without notice.   **EQUAL EMPLOYMENT OPPORTUNITY** In order 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, sexual orientation, gender identity, protected veteran status, national origin, disability, age, geneticinformationor 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 processprovidesan equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you needa reasonableaccommodationin order tosearch for a job opening or tosubmitan application, please contact  hr@teksynap.com  forassistance. **Job Locations** _US-National Capital Region_ **ID** _2025-7596_ **Category** _Information Technology_ **Type** _Regular Full-Time_