TekSynap, a “Fast 50” technology company in the Washington DC area that offers technology solutions to federal, state and local government agencies. 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.
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We are seeking Help Desk Technicians to support our Department of Veteran Affairs end user help desk.
The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
Creates, updates and closes out help desk tickets.
Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.
Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system.
Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the ZenDesk ticketing system.
Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.
Responsible for alerting management to recurring problems and patterns of problems.
Assign tickets to Tier 2/3 technicians as necessary.
Coordinate security and situational awareness concerns with TekSynap Management.
Participate in regular team meetings and process improvement projects and training.
Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff.
1-3 years of experience
Prior experience in a government consulting services environment is preferred
Be proactive to customer and company needs
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: Reston, VA
Type of environment: Office
Noise level: Medium - High)
Work schedule: Schedule is day shift Monday – Friday. 8AM – 8PM EST May be requested to work evenings and weekends to meet program and contract needs.
Amount of Travel: Less than 10%
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
Must have legal right to work in the United States
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.