Tier II Help Desk Specialist

TekSynap•Silver Spring, MD

9h•Hybrid

About The Position

We are seeking a Tier II Help Desk Specialist to join our team supporting NOAA SBITS in Silver Spring, MD. This position will support activities within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD). The position will provide tier 2/3 on-site support for NOAA's CorpSrv users. T ekSynap 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.

Requirements

Minimum of 4 years of experience in Information Technology or a related field.
AA degree in Computer Science, Information Technology or equivalent experience preferred.
Prior performance in a similar role within 6 months of the date of hire.
Apple Device Support Certification
Must be a U.S. Citizen
Must be able to successfully obtain a Public Trust

Nice To Haves

CompTIA A+
CompTIA Security+

Responsibilities

Hardware and Software Troubleshooting: Expertise in diagnosing, repairing, and maintaining a range of hardware (e.g., desktops, laptops, printers) and software issues, including OS installation, configuration, and updates.
Operating Systems: Strong understanding of Windows OS and macOS with experience in installation, configuration, and command-line troubleshooting.
Networking Basics: Familiarity with TCP/IP, DNS, DHCP, VPNs, and basic network troubleshooting to help diagnose and resolve connectivity issues.
Active Directory: Experience with Active Directory (AD) for account creation, password resets, and group policy application is often essential.
Remote Support Tools: Proficiency with remote support tools like Remote Desktop, SCCM, or third-party platforms (e.g., Bomgar, TeamViewer) to support off-site users.
Virtualization: Basic understanding of virtual desktop environments, such as VMware or Citrix, which are often used in federal environments.
Two-Factor Authentication (2FA): Experience with 2FA methods and associated technologies (such as PIV cards or RSA tokens), as these are common in federal IT.
Endpoint Protection: Ability to work with antivirus, anti-malware, and endpoint protection solutions to maintain secure systems.
Incident Response Awareness: Basic understanding of incident response procedures and knowing when and how to escalate potential security issues.
ITSM experience: Experience in an enterprise IT environment using a known industry ticketing system suck as ServiceNow or Remedy.
Provides support directly to end users on a variety of issues.
Independently identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.