Job Description

Responsibilities & Qualifications

Tier 2/Tier 3 Service Desk Technician provides advanced technical support for Army Commercial Solutions for Classified (CSfC) environment, supporting secure remote access to SIPRNet resources. This is not a Tier 1 call intake role. The technician must assess issues critically, determine the appropriate resolution path, and take ownership of technical problems through closure while communicating clearly with TekSynap leadership, users, internal support teams, external vendors, and Government stakeholders.

The technician supports daily operations by performing operational checks, managing AESMP ticket queues, maintaining service records, updating hardware and software asset trackers, supporting endpoint provisioning, assisting with account and access issues, and ensuring service desk actions align with cybersecurity compliance requirements. The role requires sound troubleshooting judgment, disciplined ticket documentation, accurate status reporting, and strong follow-through.

The technician also coordinates external vendor tickets, including submission, tracking, follow-up, escalation, and validation of closure. In addition, this role supports or hosts training sessions for internal and external technical teams on provisioning procedures, service desk workflows, endpoint readiness checks, and recurring support processes.

The successful candidate takes initiative, communicates clearly, maintains accurate records, and continuously looks for ways to improve the user experience.

RESPONSIBILITIES

Tier 2 / Tier 3 Incident Resolution and User Support

• Provide Tier 2/Tier 3 technical support for end users operating in a secure military IT environment.

• Diagnose and resolve hardware, software, account, access, endpoint, application, peripheral, and connectivity issues independently when within authority and technical scope.

• Maintain accurate incident records and customer communications.

Daily Operations, Queue Management, and Service Health

• Build, maintain operational trackers, ticket trackers, asset trackers, onboarding/offboarding trackers, issue logs, and other recurring reporting tools.
• Identify recurring issues, ticket trends, process gaps, service degradations, and operational risks.
• Participate in outage response, maintenance windows, after-hours support, operational surge support, and special projects as required.

Endpoint Provisioning and Device Support

• Image, configure, validate, deploy, troubleshoot, recover, and maintain approved end-user devices, including laptops, peripherals, and related secure access equipment.
• Verify devices are properly configured, operational, compliant, and ready for user deployment.
• Support user onboarding, offboarding, device issuance, device return, account maintenance, and access request workflows.
• Coordinate with engineering and cybersecurity teams when device issues involve configuration baselines, certificates, encryption, remote access components, or security controls.

Asset Management and Equipment Accountability

• Maintain equipment accountability records and inventory databases.
• Coordinate equipment issuance, transfer, return, and replacement activities.
• Support asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting.

Knowledge Management and Documentation

• Create, update, and maintain SOPs, job aids, knowledge articles, user guides, FAQs, troubleshooting guides, and recurring issue documentation.
• Identify opportunities to improve ticket workflows, user communications, onboarding processes, endpoint provisioning, asset tracking, and operational reporting.
• Recommend improvements to reduce ticket volume, improve first-contact resolution, shorten resolution timelines, and improve customer experience.

Reporting and Administrative Support

• Maintain service desk metrics and ticket status information
• Prepare recurring reports on ticket activity, resolution trends, and service performance
• Assist with customer onboarding briefings and service adoption activities
• Participate in after-hours support, maintenance windows, and outage response activities

REQUIRED QUALIFICATIONS

• Active Secret Security Clearance

• Active DoD IAT Level II certification
• Minimum 5 years of IT support experience, including at least 2 years performing Tier 2 or higher service desk, desktop support, endpoint support, or enterprise technical support.

• Experience supporting Windows workstations and enterprise applications.

• Experience using ServiceNow, AESMP, or a comparable ITSM/ticketing system.

• Experience managing ticket queues, documenting troubleshooting steps, escalating issues, and maintaining accurate ticket records.

• Experience in imaging, configuring, deploying, troubleshooting, and maintaining laptops, mobile devices, tablets, and other end-user equipment.

• Experience supporting account administration, access requests, onboarding, offboarding, and user support workflows.

• Strong written and verbal communication skills.

• Strong customer service, organizational, troubleshooting, and follow-through skills.

• Ability to work independently, prioritize competing tasks, and support multiple users and stakeholders in a mission-focused environment.

• Ability to participate in after-hours support, maintenance windows, and outage response when required.

PREFERRED QUALIFICATIONS

• ITIL Foundation Certification.
• Microsoft, Windows, endpoint administration, or approved Computing Environment certification.
• RedHat or Windows certification.
• Experience supporting DoD or Army IT environments.
• Experience with CSfC solutions, secure remote access technologies, or classified user support.
• Experience with endpoint imaging, device provisioning, and asset management.

We are seeking a Senior Service Delivery Administrator to join our team supporting Network Enterprise Technology Command (NETCOM) in Honolulu, HI.

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.

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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: Honolulu, HI/Fort Shafter
• Type of environment: Office
• Noise level: Low
• Work schedule: CONUS Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 20%

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

• United States Citizenship
• Active DoD Secret Clearance

WAGE INFORMATION

Target salary range: $85,000 - $105,000. The salary range displayed is an estimate 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.

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.