Help desk technician

Responsibilities

Responsibilities & Qualifications

• Respond to user calls, emails, and trouble tickets to provide general IT support.
• Create, update, and close out help desk tickets accurately and efficiently.
• Collaborate with other Tier I and Tier II support staff to ensure proper hand-off and escalation of tickets for timely resolution.
• Provide Tier I support, including incident management, basic troubleshooting, and non-invasive corrective actions.
• Perform First Call Resolution (FCR) whenever possible, documenting incidents clearly and concisely in the ServiceNow ticketing system.
• Assist end users with "how-to" questions, troubleshooting, diagnosing, and resolving technical issues.
• Monitor and alert management regarding recurring issues and patterns.
• Assign and transfer calls/tickets to Tier II technicians as needed.
• Conduct daily Quality Assurance (QA) reviews to maintain high service standards.
• Participate in regular team meetings, process improvement initiatives, and ongoing training sessions.
• Demonstrate strong communication and interpersonal skills to build and maintain professional relationships with customers and office staff.
• Complete additional educational courses and learning materials as assigned.
• This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery.
  
  

Required Qualifications

• 1-3 years of experience in a similar role.
• Prior experience in a government consulting services environment is preferred.
• Strong verbal and written communication skills in English, with the ability to effectively assist users via email, phone, and desk-side support.
• Flexibility to work up to 12-hour shifts (including weekends and overnight shifts) with a 1-hour meal break, as well as participate in on-call schedules or other timeframes specified by management.
• Experience with ServiceNow and Five9 is a plus.
• Reliable internet service for remote work.
• Must successfully pass a drug screen
• Must be a U.S Citizen
  
  

Overview

We are seeking a part time Tier I Help Desk Technician to provide high quality technical support to our end users.

The Tier I Help Desk Technician will be responsible for answering calls, logging incidents in the ticketing system, and providing customers with accurate information and troubleshooting assistance. While an IT background is not mandatory, the ability to assist users in resolving issues effectively is essential. Strong written and verbal communication skills, the ability to adapt to diverse environments, and a collaborative mindset are critical for success in this role.

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.

This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery.

T ekSynap 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.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

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: remote/telework
• Type of environment: Home Office
• Noise level: Low
• Work schedule: Part-Time, up to 30 hours per week.
• This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery. Must be flexible to support other shifts when needed. May be requested to work weekends to meet program and contract needs.
• Amount of Travel: Less than 10%
  
  

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

Must be a U.S. Citizen

Other Information

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.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

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.

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