**Responsibilities & Qualifications** **RESPONSIBILITIES** + Develop andmaintaincomprehensive documentation of service desk processes, procedures, and performance metrics. + Record knowledge base articles, user guides, and service desk response protocols to ensure consistent issue resolution. + Generate regular reports on service desk activities, SLAs, ticket resolution metrics, and customer feedback. + Document call triage processes, workflows, and resolution paths. + Maintain an up-to-date directory of contacts and escalation points to support efficient call center operations. + Track and document call metrics (e.g., volume, average handling time) to support performance improvement initiatives. + Develop,maintain, and update documentation related to desk-side support activities, including incident handling, asset management, and software installations. + Ensure procedures for ticket processing, hardware/software troubleshooting, and escalation protocols are documented and distributed across teams. + Maintain technical documents, including device imaging instructions and user manuals. + Assistin developing andmaintainingcontinuity of operations plans, focusing on IT infrastructure and operational readiness. + Document emergency response plans, backup procedures, and recovery protocols for IT systems. + Maintain version-controlled COOP documentation repositories and conduct periodic reviews for accuracy. **REQUIRED QUALIFICATIONS** + Experience: + Five(5) years relevant experience + Certifications: + CompTIA Security+ Help Desk Institute (HDI) or A+ related certifications relevant + Education: + Bachelor’s degree in a relevant discipline or functional area. + Clearance: + MustpossessaSecretclearance **Overview** We are seeking aDocumentation Specialist (Journeyman)to 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** _2025-7588_ **Category** _Information Technology_ **Type** _Regular Full-Time_