**Responsibilities & Qualifications** **RESPONSIBILITIES** + Provide technicalassistanceto end users for system, hardware, and software-related issues. + Manage escalated service tickets, ensuring quick resolution and minimizing downtime. + Provide on-site troubleshooting and desk-side support, including hardware installation, upgrades, and repairs. + Support VIP and mission-critical users, ensuring priority handling and resolution of issues. + Ensure operational readiness and continuous support for the Base Communications and Technical Facility (BCTF) and On-Site Representatives (OSR) bymaintainingIT infrastructure at critical sites. + Monitor and respond to IT-related incidents at multiple supported locations, ensuring seamless operations. + Assistwith deployments, moves, and relocations, coordinating IT infrastructure changes. + Identifyrecurring issues and develop preventive measures to reduce future incidents. + Provide support for Continuity of Operations (COOP) by ensuring IT infrastructure readiness during outages or emergencies. + Participate in disaster recovery testing andmaintainbackups for mission-critical systems. + Monitor service desk operations, ensuring SLA compliance and user satisfaction. + Analyze service desk metrics and performance to recommend improvements and enhance efficiency. + Handle incoming service requests through call centers, ticketing systems, and on-site visits. + Maintainaccuratedocumentation of troubleshooting procedures, system configurations, and user instructions. + Develop andmaintaina knowledge base for commonly encountered issues to improve service desk productivity. + Collaborate with various IT support teams to ensure comprehensive resolution of complex issues. + Lead andparticipatein service desk process improvement initiatives, ensuring enhanced response times and resolution rates. + Provide training and mentoring for junior help desk specialists to improve team performance. **REQUIRED QUALIFICATIONS** + Experience: + Five (5) years relevant experience + Certifications: + CompTIASecurity+ Education: + Associate’s degree in Computer Science, Information Systems, Mathematics, Physics, Engineering, or another applicable discipline + Clearance: + MustpossessaSecretclearance **Overview** We are seeking aSenior Help Desk Specialistto join our team supportingDISA JSP Service Delivery.   TekSynapis 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 atTekSynapyou 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.TekSynapdoes 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.   TekSynapis 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** _2025-7603_ **Category** _Information Technology_ **Type** _Regular Full-Time_