IT Services Support Specialist

IT Service Support Specialist

TekSynap is seeking an IT Service Support Specialist to provide Tier 1/2 helpdesk support to JPO end users, resolving issues, managing tickets, and assisting with onboarding and adoption of IT tools.

Responsibilities

• Deliver Tier 1/2 IT support for JPO's 1,5004,000 users.
• Manage tickets, perform troubleshooting, and escalate as needed.
• Support onboarding and training of end users.
• Provide customer-focused service to U.S., partner, and FMS stakeholders.

Required Qualifications

• Associate's degree (Bachelor's preferred) in IT or related.
• 3+ years helpdesk or IT service support experience.
• Proficiency with ITSM tools (ServiceNow, Remedy).
• Strong customer service and troubleshooting skills.
• DoD 8570: IAT Level I (A+ CE, Network+ CE, or equivalent).
• Active Secret clearance.

Competencies

• Helpdesk / ITSM systems (ServiceNow, Remedy)
• Tier 1/2 troubleshooting (Windows, Linux, networks)
• Customer service & user training
• Ticket management & escalation procedures
• Knowledge base maintenance and documentation

Overview

We are seeking an IT Service Support Specialist to join our team at the F-35 Joint Program Office (JPO). 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.

Additional Job Information

Work Environment and Physical Demands

The 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: Arlington, VA
• Type of environment: Office
• Noise level: Low
• Work schedule: On-site
• Amount of Travel: Minimal (5%); primary presence required in Arlington, VA for user support. Limited travel for surge user training or deployment activities.

Physical Demands

The 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 Clearance

US Citizenship

Clearance requirement: Active Secret clearance (Top Secret/SAP preferred).

Other Duties

Please 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 Opportunity

In 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.