The article introduces the role of an End-User Software and Application Support Specialist. This position involves providing technical support for the Defense Threat Reduction Agency (DTRA) in Albuquerque, NM. The Help Desk Specialist Lead will be responsible for tasks such as capturing and reporting IT Service Desk support metrics, troubleshooting computer peripherals, and coordinating security concerns with DTRA NOSC. The specialist will also gather feedback from service desk customers to ensure satisfaction and performance measures for the role include effectiveness, responsiveness, and overall customer satisfaction. The article emphasizes the need for a Top Secret clearance, 5 years of related experience, and 8570 IAT II level certification. The company, TekSynap, offers a competitive benefits package and emphasizes the importance of utilizing information technology to meet the needs of federal government customers. The work environment is described as fast-paced and deadline-oriented, with potential for evening and weekend work. The article concludes by stating that employment decisions at TekSynap are based on merit and qualifications, and the company is committed to providing equal employment opportunities for all individuals.
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Responsibilities & Qualifications
Capture and reporting of IT Service Desk support metrics
The Helpdesk Specialist will be responsible for capturing and reporting IT Service Desk support metrics. This includes tracking and analyzing data related to the volume and types of support requests received, as well as the resolution times and customer satisfaction levels. The Specialist will use this data to identify trends and areas for improvement in the service provided.
Installation, configuration, maintenance and troubleshooting for all users of the DTRA systems
The Helpdesk Specialist will be responsible for the installation, configuration, maintenance, and troubleshooting of the DTRA systems for all users. This includes ensuring that the systems are set up correctly, ensuring that they are running smoothly and efficiently, and resolving any issues that arise.
Maintain a web-based capability for DTRA users to enter, track and escalate Service Desk tickets, as well as self-service actions (currently using Remedy)
The Specialist will maintain a web-based capability for DTRA users to enter, track, and escalate Service Desk tickets. They will also ensure that the self-service actions are functioning properly and are user-friendly. Currently, the system being used is Remedy, and the Specialist will be responsible for managing and supporting this system.
Remote access configuration and support for DTRA users and external customers as required (supporting telework, off-site travel, and mission or contingency operations)
The Specialist will be responsible for configuring and supporting remote access for DTRA users and external customers as needed. This includes supporting telework, off-site travel, and mission or contingency operations. The Specialist will ensure that users have the necessary access and support to work remotely and will troubleshoot any issues that arise.
Install, configure, maintain, and troubleshoot computer peripherals
The Specialist will be responsible for installing, configuring, maintaining, and troubleshooting computer peripherals. This includes items such as printers, scanners, and other hardware devices. The Specialist will ensure that these peripherals are functioning correctly and will resolve any issues that arise.
Provide tracking for all deployed IT assets from procurement to disposal to allow real-time accounting of IT assets to both government and contractor personnel
The Specialist will provide tracking for all deployed IT assets from procurement to disposal. This includes maintaining an inventory of all IT assets, tracking their locations and status, and ensuring that real-time accounting is available to both government and contractor personnel. The Specialist will ensure that all assets are properly accounted for and will assist with any audits or inventory checks that may be required.
Provide end-user software and application support
The Specialist will provide end-user software and application support. This includes assisting users with installing, configuring, and troubleshooting software and applications. The Specialist will ensure that users have the necessary tools and support to use software and applications effectively and will resolve any issues that arise.
Coordinate security and situational awareness concerns with DTRA NOSC
The Specialist will coordinate security and situational awareness concerns with the DTRA Network Operations and Security Center (NOSC). This includes sharing information about potential security threats or incidents, coordinating response efforts, and ensuring that appropriate security measures are in place. The Specialist will work closely with the NOSC to ensure the overall security of the DTRA systems.
Provide technical assistance and customer support in the operations and maintenance of wireless voice and data services
The Specialist will provide technical assistance and customer support in the operations and maintenance of wireless voice and data services. This includes assisting users with setting up and troubleshooting wireless connections, ensuring that voice and data services are functioning correctly, and resolving any issues that arise. The Specialist will ensure that users have the necessary support to utilize wireless services effectively.
The Helpdesk Specialist will gather feedback directly from the service desk customer regarding their level of satisfaction with the service provided
The Helpdesk Specialist will gather feedback directly from the service desk customer to assess their level of satisfaction with the service provided. This feedback will be voluntary for customers, and the Specialist will use the information to make improvements to the service. The feedback will also be utilized in performance reviews to evaluate the Specialist’s effectiveness and responsiveness.
REQUIRED QUALIFICATIONS
Active US DoD Top Secret Clearance
The Helpdesk Specialist must have an active US Department of Defense (DoD) Top Secret Clearance. This clearance is necessary to access sensitive information and systems.
5 years of related experience
The Helpdesk Specialist must have at least 5 years of related experience in providing technical support and customer service in an IT environment. This experience should include hands-on experience with troubleshooting and resolving technical issues.
8570 IAT II level certification, i.e. active Security + CE
The Helpdesk Specialist must have an 8570 IAT II level certification, specifically an active Security + CE certification. This certification ensures that the Specialist has a solid understanding of IT security principles and practices.
Bachelors Degree
The Helpdesk Specialist must have a Bachelor’s degree in a relevant field, such as Information Technology or Computer Science. This degree provides a strong foundation in IT concepts and principles.
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Overview
We are seeking a Help Desk Specialist Lead to provide technical support for our customer Defense Threat Reduction Agency (DTRA) in Albuquerque, NM. As a fast-growing high-tech company, TekSynap understands the importance of staying ahead in the rapidly evolving field of technology. We value a comprehensive and well-planned information management environment to meet the needs of our federal government customers.
To support our employees, we offer a competitive benefits package that includes health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays. At TekSynap, we prioritize the safety and health of our employees and ensure compliance with any contractually mandated Federal COVID-19 requirements.
As a Help Desk Specialist Lead, you will be responsible for capturing and reporting IT Service Desk support metrics, maintaining web-based capabilities for users to enter and track service desk tickets, providing remote access configuration and support, installing and troubleshooting computer peripherals, and offering end-user software and application support. You will also coordinate security concerns with the DTRA NOSC and provide technical assistance in the operations and maintenance of wireless voice and data services.
To excel in this role, the Help Desk Specialist will need an active US DoD Top Secret Clearance, at least 5 years of related experience, an 8570 IAT II level certification (such as active Security + CE), and a Bachelor’s degree in a relevant field.
Join our team at TekSynap and explore the exciting opportunities in the world of technology. Visit our website at www.TekSynap.com to learn more about our company and apply today!
Additional Job Information
COMPETENCIES
To succeed in this role, the Help Desk Specialist should possess the following competencies:
- Establish Focus: The ability to clearly define objectives and prioritize tasks to achieve them.
- Change Management: The ability to adapt to evolving technologies and implement necessary changes effectively.
- Develop Others: The ability to mentor and coach team members to enhance their skills and capabilities.
- Oral Communication: The ability to effectively communicate information and ideas verbally.
- Written Communication: The ability to convey information and ideas in writing clearly and concisely.
- Interpersonal Awareness: The ability to accurately perceive and understand others’ emotions and perspectives.
- Build Relationships: The ability to establish and maintain positive relationships with colleagues and clients.
- Analytical Thinking: The ability to analyze complex situations and identify effective solutions.
- Conceptual Thinking: The ability to think abstractly and understand complex ideas and concepts.
- Strategic Thinking: The ability to think critically and strategically to achieve organizational goals.
- Technical Expertise: The ability to demonstrate advanced knowledge and skills in the field of IT support.
- Initiative: The ability to take proactive and independent action to accomplish tasks and objectives.
- Foster Innovation: The ability to encourage and support creative ideas and solutions.
- Results Oriented: The ability to focus on achieving results and meeting or exceeding expectations.
- Teamwork: The ability to work collaboratively with others to achieve common goals.
- Customer Service: The ability to provide excellent service and support to customers.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The Help Desk Specialist will work in a fast-paced, deadline-oriented environment at Kirtland AFB in New Mexico. The noise level is medium, and the work schedule is a regular daytime shift from Monday to Friday. There may be occasional requests to work evenings and weekends to meet program and contract needs. The amount of travel required for this position is approximately 10%.
In terms of physical demands, the Help Desk Specialist will frequently use their hands to handle, feel, and touch equipment. They will also need to reach with their hands and arms and may need to talk and hear while assisting customers. The Help Desk Specialist may be required to stand, walk, sit, climb, balance, stoop, kneel, crouch, or crawl during the course of their work. They should be capable of lifting up to 10 pounds regularly, up to 25 pounds frequently, and up to 50 pounds occasionally. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE
The Help Desk Specialist must be a US citizen and possess an active DoD Top Secret Clearance.
OTHER DUTIES
Please note that this job description is not exhaustive and may not include all activities, duties, or responsibilities required for the role. Duties, responsibilities, and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
TekSynap is committed to providing equal employment and advancement opportunities to all individuals. Employment decisions will be based on merit, qualifications, and abilities. The company 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. 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.
If you’re not ready to apply at the moment, feel free to contact us at a later time. We’ll be happy to consider your application when you’re ready.
Similar jobs
TekSynap also offers similar job opportunities in the IT field. Some of our current job openings include:
- Technical Writer
- Help Desk Specialist
- Kirtland C4 Contract – TekSynap
If you’re interested in any of these positions or would like to explore other IT opportunities, please visit our website to learn more and apply.
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We hope you find the information provided helpful and encourage you to apply for the Lead Helpdesk Specialist position with TekSynap. We look forward to reviewing your application and considering you for this exciting opportunity in the field of technology.
