Job Description

Responsibilities & Qualifications

We are looking for a Desktop Support Technician I for our Federal customer located in Washington DC. The shift is between 8-6pm and is on site.

RESPONSIBILITIES

• Deliver a high level of customer service on all support requests while consistently meeting established quality standards and service level expectations.
• Provide front-line technical support for incidents and service requests via phone, live chat, remote support tools, and onsite visits as needed.
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows PCs, Macs, laptops, workstations, printers, peripherals, mobile devices, and network connections.
• Install, configure, maintain, and support commercial off-the-shelf (COTS) and enterprise applications, including Windows, macOS, Microsoft Office 365, messaging clients, web browsers, antivirus software, and internally developed applications.
• Perform computer and laptop imaging, deployment, lifecycle replacements, workstation disconnects/reconnects, relocations, and new equipment installations.
• Order, configure, enroll, deploy, and support Android and iOS mobile devices, including application installation and user setup.
• Install, configure, maintain, and troubleshoot peripherals, including printers, headsets, USB cameras, docking stations, and other endpoint devices.
• Configure and support remote access technologies, including VPN and RSA SecurID, to ensure secure remote connectivity.
• Create, modify, and remove user accounts, profiles, groups, and permissions within Active Directory.
• Monitor endpoint security by verifying antivirus protection, troubleshooting malware incidents, remediating malicious code, coordinating system reimaging when required, and addressing cybersecurity policy violations.
• Maintain accurate hardware and software asset inventories and ensure endpoint records remain current.
• Develop, maintain, and update technical documentation, knowledge base articles, user guides, and installation procedures.
• Distribute system alerts, outage notifications, and other communications through voicemail, email, and web-based platforms.
• Escalate complex technical issues to Tier 2 support and senior engineering staff while collaborating to achieve timely resolution.
• Communicate effectively, both verbally and in writing, with senior staff, organizational stakeholders, IT professionals, systems administrators, vendors, and non-technical end users.

REQUIRED QUALIFICATIONS

• 5 years of experience with incident, change, or knowledge management systems, such as BMC Helix (Remedy).
• 3 years of experience in IT call center environments.
• 3 years of Active Directory user and account administration.
• 3 years supporting Microsoft Windows 10, Windows 11, and Microsoft 365, including Microsoft 365 Apps (formerly Office ProPlus), SharePoint, and Exchange Online.
• 3 years supporting mobile operating systems (iOS and Android).
• 1 year supporting macOS, associated hardware, and network connectivity.
• 1 year supporting remote access tools such as BeyondTrust (formerly Bomgar).
• 1 year supporting VPN and secure remote connectivity (RSA SecurID preferred).
• Experience with Mobile Device Management (MDM) solutions such as Jamf, Apple Business Manager, Workspace ONE UEM, and Microsoft Intune.
• Ability to configure and troubleshoot commercial off-the-shelf (COTS) software and hardware, including PCs, Macs, mobile devices, printers, multifunction devices, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android.
• Foundational understanding of physical, network, and application layers, including familiarity with TCP/IP protocols and diagnostic tools.
• Ability to work a flexible schedule and participate in a 24x7 on-call support rotation.

PREFERRED QUALIFICATIONS

• Relevant IT certifications e.g. CompTIA, A+ Network + Security+, HDI
• One year with VPN and secure remote connectivity (RSA SecurID preferred)
• Microsoft 365 certification
• ITIL Foundations certification
• Related college degree in IT or related field

We are seeking highly motivated and experienced Desktop Support Technicians to join our team supporting our Federal customer in Washington, D.C.

TekSynap provides the client with IT Support Staffing to augment their existing teams.

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.

Visit us at www.TekSynap.com.

Apply now to explore jobs with us!

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.

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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: Washington, DC
• Type of environment: On-site support
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Candidate must be able to work core (8:00am – 6:00pm) business hours 8 hours a day onsite in Washington DC, excluding federal holidays and when work is done for system maintenance.
• Candidate must be able to work from home/remote when requested using client-supplied equipment.
• Candidate must be able to work during some planned maintenance windows between 9pm and 5am as part of maintenance activities. If the candidate has reliable high-speed internet, the work can be completed off-site (home) using supplied laptop(s).
• 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 grip, handle, or feel; reach with hands and arms; and talk or 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

• U.S. Citizenship
• Background Check

WAGE INFORMATION

Target salary range: $50,000.00 - $60,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

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.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

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 hr@teksynap.com for assistance.