Senior Service Desk Specialist

TekSynap•Honolulu, HI

11d•$85,000 - $105,000•Onsite

About The Position

This is a Tier 2/Tier 3 Service Desk Technician role providing advanced technical support for the Army Commercial Solutions for Classified (CSfC) environment, enabling secure remote access to SIPRNet resources. The position requires critical assessment of issues, determination of appropriate resolution paths, and ownership of technical problems through to closure. Clear communication with TekSynap leadership, users, internal support teams, external vendors, and Government stakeholders is essential. The technician will support daily operations by performing operational checks, managing AESMP ticket queues, maintaining service records, updating hardware and software asset trackers, supporting endpoint provisioning, assisting with account and access issues, and ensuring service desk actions comply with cybersecurity requirements. The role demands sound troubleshooting judgment, disciplined ticket documentation, accurate status reporting, and strong follow-through. Additionally, the technician will coordinate external vendor tickets, including submission, tracking, follow-up, escalation, and validation of closure. This role also involves supporting or hosting training sessions for internal and external technical teams on provisioning procedures, service desk workflows, endpoint readiness checks, and recurring support processes. The successful candidate will be proactive, communicate clearly, maintain accurate records, and consistently seek to enhance the user experience.

Requirements

Active Secret Security Clearance
Active DoD IAT Level II certification
Minimum 5 years of IT support experience, including at least 2 years performing Tier 2 or higher service desk, desktop support, endpoint support, or enterprise technical support.
Experience supporting Windows workstations and enterprise applications.
Experience using ServiceNow, AESMP, or a comparable ITSM/ticketing system.
Experience managing ticket queues, documenting troubleshooting steps, escalating issues, and maintaining accurate ticket records.
Experience in imaging, configuring, deploying, troubleshooting, and maintaining laptops, mobile devices, tablets, and other end-user equipment.
Experience supporting account administration, access requests, onboarding, offboarding, and user support workflows.
Strong written and verbal communication skills.
Strong customer service, organizational, troubleshooting, and follow-through skills.
Ability to work independently, prioritize competing tasks, and support multiple users and stakeholders in a mission-focused environment.
Ability to participate in after-hours support, maintenance windows, and outage response when required.
United States Citizenship

Nice To Haves

ITIL Foundation Certification.
Microsoft, Windows, endpoint administration, or approved Computing Environment certification.
RedHat or Windows certification.
Experience supporting DoD or Army IT environments.
Experience with CSfC solutions, secure remote access technologies, or classified user support.
Experience with endpoint imaging, device provisioning, and asset management.

Responsibilities

Provide Tier 2/Tier 3 technical support for end users operating in a secure military IT environment.
Diagnose and resolve hardware, software, account, access, endpoint, application, peripheral, and connectivity issues independently when within authority and technical scope.
Maintain accurate incident records and customer communications.
Build and maintain operational trackers, ticket trackers, asset trackers, onboarding/offboarding trackers, issue logs, and other recurring reporting tools.
Identify recurring issues, ticket trends, process gaps, service degradations, and operational risks.
Participate in outage response, maintenance windows, after-hours support, operational surge support, and special projects as required.
Image, configure, validate, deploy, troubleshoot, recover, and maintain approved end-user devices, including laptops, peripherals, and related secure access equipment.
Verify devices are properly configured, operational, compliant, and ready for user deployment.
Support user onboarding, offboarding, device issuance, device return, account maintenance, and access request workflows.
Coordinate with engineering and cybersecurity teams when device issues involve configuration baselines, certificates, encryption, remote access components, or security controls.
Maintain equipment accountability records and inventory databases.
Coordinate equipment issuance, transfer, return, and replacement activities.
Support asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting.
Create, update, and maintain SOPs, job aids, knowledge articles, user guides, FAQs, troubleshooting guides, and recurring issue documentation.
Identify opportunities to improve ticket workflows, user communications, onboarding processes, endpoint provisioning, asset tracking, and operational reporting.
Recommend improvements to reduce ticket volume, improve first-contact resolution, shorten resolution timelines, and improve customer experience.
Maintain service desk metrics and ticket status information.
Prepare recurring reports on ticket activity, resolution trends, and service performance.
Assist with customer onboarding briefings and service adoption activities.
Participate in after-hours support, maintenance windows, and outage response activities.