Service Desk Support Level Ii

Responsibilities

• Configure security management and encryption software on managed devices.
• Establish and test LAN connectivity.
• Adhere to developed systems security contingency plans and disaster recovery procedures.
• Acts as the primary interface for IT support services for Government end users.
• Assist Government users in scheduling and monitoring video teleconference calls and support the video equipment during conferences. Additional capabilities include registering new endpoints, performing diagnostics support, coordinating complex problems with vendors and internal resources and performing maintenance.
• Ensure systems, network, and data users are aware of, understand, and adhere to systems security policies and procedures.
• Install approved software on end user computers and other devices, or guide users to submit not approved software to the change control board for review.
• Participate in the change control board meetings and provide user support impact assessment on proposed system change requests.
• Uncrate, accept/test, burn-in, configure and manage computers, laptops, mobile devices, printers and other new peripheral equipment upon receipt.
• Install equipment at offices, cubicles and conference rooms.
• Developing and managing customer service performance requirements.
• Adhere to policies and procedures ensuring information system reliability and accessibility and to prevent and defend against unauthorized access to systems, networks, and data.
• Maintain appropriate telephone calling scripts/messages to ensure that end users are provided relevant, and accurate information as quickly as possible.
• Configure and manage user accounts across systems.
• Support the technology needs of Government users with off-site/off-campus meetings and conferences. May require local area travel to transport equipment to support off-site/off-campus meetings.
• Develop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services.
• Monitoring the status and progress towards resolution of assigned Incidents.

Additional Service Desk Level II Responsibilities

• Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes and copiers.
• Research, evaluate, and provide feedback on trends and patterns on reported incidents.
• Complete Project tasks as assigned with completed documentation to outline the work performed.
• Support other project teams during implementation and testing of changes or enhancements to the LAN and applications.
• Respond to reports of malware infections on computing devices and support remediation efforts by following established incident response policy and procedures.

Required Qualifications

• Detail oriented and organized with strong analytical skills.
• B.S., B.A. or higher degree in computer science or a related field or at least 6 years equivalent training in information technology or a related area of study.
• Possess excellent written and oral communication skills.
• Agile Development Methodology experience or similar methodology desired
• Ability to participate in preparation, scheduling, and coordination required for processing activities; determine methods to produce desired product; analyze instructions/error messages to modify or correct data within system constraints.
• Shall be able to work independently with minimal supervision to accomplish tasks.
• CompTIA A+ Certified or ability to obtain certification within 6 months after the start of Task Order.
• Experience with setting up software and hardware; generating runs or compile procedures to process datasets; processing, controlling, and documenting incoming and outgoing data sets and/or hardware systems.
• Ability to support computer specialists, scientists, engineers, or other users by examining input data for application processing, or for digital conversion.
• Demonstrated success working in a team environment that includes flexibility working with a team in an organization that is dispersed; coordinating with the work of others; facilitating interactions among team members with diverse skill sets.
• Experience with preparation and control of recurring and modified electronic data processing production jobs, and/or or provide support to PC and network users.

We are seeking a Service Desk Support Level II to join our team supporting the NOAA NMFS NEFSC ITD, in Woods Hole, MA. Tech Park, MA, Sandy Hook, NJ, Orono, ME, Narragansett, RI, and Milford CT.

This project consists of responding to individual IT service requests, IT incident management, IT project support, program support, system administration, network administration, and the full scope of application and software development for enterprise IT services.

The Service Desk Support (Service Desk) is the initial point of contact for information technology and program support services for Government programs and staff based at the Government Facilities. In addition to on-site staff, the service desk provides remote desktop support to the tele-working and remote staff located throughout the United States. Program support requires basic understanding of the various systems supporting the organizational mission, basic data analysis, and reporting. This team is the primary point of contact for IT inquiries that may result in service requests and incident resolution. The current environment is predominantly a Windows environment where the user operating system ranges from Windows 10 to MacOS and Linux desktops. The team also supports video teleconference capability used by various Government executives using predominantly Google Meet and Google Tap technology as well as Cisco and GoToWebinar/Meeting. This task will be performed in support of and in close coordination with other contracting resources and government employees.

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.

Visit us at www.TekSynap.com.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

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COMPETENCIES

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

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.

• Type of environment Office, Remote, Varies
• 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 May be required
• Noise level Low
• Location Woods Hole, MA, Tech Park, MA, Sandy Hook, NJ, Orono, ME, Narragansett, RI, and Milford CT.

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

Citizenship No

Clearance requirement No

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, sexual orientation, gender identity, protected veteran status, 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.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.