Service Desk Technician

TekSynap•Andrews Air Force Base, MD

3d•$57,000 - $64,000•Onsite

About The Position

We are seeking a Service Desk Technician to support our Air Force National Capital Region IT Services (AFNCR ITS) program at Joint Base Andrews, MD. TekSynap is a fast growing high-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 nimbly utilize the 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. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or 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". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

Minimum DoD Secret Clearance
Active IAT II certification
Requires a high school diploma or equivalent and 2+ years of prior relevant experience.
US citizenship required.
Experience working in a customer service or call center environment.
Thrives in a team atmosphere and can keep their cool when the phone call volume surges.
High-energy work ethic and available to work non-standard hours during peak times.

Nice To Haves

Experience working in a lab or professional environment.

Responsibilities

Providing phone, email, and web support to users.
Greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
Trouble shoot the problem being reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem.
Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
Update assigned tickets and continuously coordinate necessary work.
Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
Escalate the problem to next level support if the issue cannot be resolved at Level 1.
Provide excellent phone support and oral and written communication skills.
Work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.