Tier 2/3 Mission IT Support Analyst

TekSynap•Bethesda, MD

20d•$93,000 - $100,000

About The Position

We are seeking a Tier 2/3 Mission IT Support Analyst to support the Office of the Director of National Intelligence (ODNI) as part of a dynamic, mission-driven team. This Analyst will play a key role in designing, delivering, and supporting secure, agile solutions that enable ODNI to execute its intelligence integration and national security mission. This position offers the opportunity to work across classified environments, contribute to enterprise transformation, and help implement next-generation capabilities aligned with ODNI's modernization priorities. 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!

Requirements

Active TS/SCI clearance with CI Polygraph.
Associate or Bachelor’s degree in IT or related discipline; additional experience may be substituted
2+ years of Tier 2/3 support in a DoD/IC environment.
Experience with Windows/Linux troubleshooting and ticketing platforms (ServiceNow, Remedy).
Familiarity with networking, user access issues, and security hygiene.
Strong communication and customer service skills.

Nice To Haves

ITIL v4 or DoD 8570 IAT Level I certification.
Experience supporting ODNI or NSA service desks.
Familiarity with automated monitoring platforms (Splunk, SolarWinds).
Hands-on experience supporting agile product teams or secure cloud environments.

Responsibilities

Provide escalated troubleshooting of system, network, and user-facing incidents in classified environments.
Triage and resolve ServiceNow tickets; escalate as needed to Tier 4.
Perform patching, account management, endpoint diagnostics, and infrastructure monitoring.
Document recurring incidents and contribute to SOP and knowledge base development.
Collaborate with engineers and program leadership to maintain high system availability and mission readiness.