**Responsibilities & Qualifications** **RESPONSIBILITIES** + Provide Level II “Gold” and Level III “Platinum” IT support to high-priority Government personnel, including General Officers and SES staff. + Serve as the primary technical point of contact for VIP users, ensuring cradle-to-grave ownership of incidents and service requests. + Troubleshoot and resolve IT issues related to NIPRNet, SIPRNet, and other classified network systems, ensuring minimal operational disruptions. + Analyze, diagnose, and resolve complex IT problems following established ITIL IT Service Management (ITSM) best practices. + Perform on-site and remote troubleshooting for hardware, software, and network-related issues. + Ensure that Government-approved security policies and compliance measures are enforced across all IT systems. + Support incident resolution and ticket escalation processes, ensuring 95% of IT incidents are resolved within mandated response times. + Provide supervised support for routine IT activities and advise on complex system troubleshooting. + Ensure continuous monitoring of IT systems and promptly escalate issues requiring higher-level intervention. + Maintain 24/7 availability for critical Pentagon-based personnel and provide residential IT support for VIP home office setups. + Provide technical support during official Government travel, ensuring secure connectivity and equipment readiness. + Perform pre-deployment testing and maintenance on all Government Furnished Equipment (GFE), including COMSEC devices and mobile IT assets. + Follow strict Government IT security protocols, ensuring all systemscomply withDoD cybersecurity standards. + Support secure IT asset tracking, inventory management, and compliance reporting. + Provide technical guidance and VIP user training on system usage, security best practices, and IT policies. + Maintain an internal knowledge repository to track recurring VIP IT issues and share best-practice solutions across the support team. **REQUIRED QUALIFICATIONS** + Experience: + Five (5) years of IT service management experience in enterprise-level technical support or VIP IT help desk operations. + Certifications: + CompTIA Security+ Help Desk Institute (HDI) Certification or an A+-related certification + Education: + Associate’s degree in computer science, Information Systems, Math, Physics, Engineering, or a related discipline. + Clearance: + MustpossessaTS/SCI clearance **Overview** We are seeking aSenior Help Desk Specialistto 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 Capitol 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 TS/SCI   **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** _2025-7592_ **Category** _Information Technology_ **Type** _Regular Full-Time_