Help Desk Technician

Overview: We are seeking a Help Desk Technician to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract.
The contract provides and operates an integrated IT service desk (ITSD) and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems.
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.

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Responsibilities & Qualifications:RESPONSIBILITIES

• Provides support to end users on a variety of issues.
• Knowledge of help desk ticketing systems and Tier I and II support
• Identifies and resolves technical problems using know methods.
• Responds to calls, email and personnel request for technical support.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Knowledgeable on commonly-used concepts, practices and procedures within a particular field.
• Relies on limited experience and judgement to plan and accomplish goals.
• Work under general supervision.

REQUIRED QUALIFICATIONS

• One to two years of experience in technical support.
• Proficiency in problem solving on technical issues
• High school diploma, technical certification or HDI Certification
• Proficiency with word processing, spreadsheets, database and other office software
• US Citizen
• Active Secret Clearance

Additional Job Information:COMPETENCIES

• Establish Focus
• Change Management
• Develop Others
• Oral Communication
• Written Communication
• Interpersonal Awareness
• Build Relationships
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork
• Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington, DC with occasional travel required to Sterling, VA
• Type of environment: Office
• Noise level: Low - 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 DEMANDSThe 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 employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 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 CLEARANCEUS Citizen Secret Clearance
OTHER DUTIESPlease 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, responsibilities and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITYIn order to provide 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, national origin, disability, age, genetic information or 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.