Job description
RESPONSIBILITIES
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
- Provides polite and friendly customer service
- Support all Cross-Domain solution requirements
- Stay up-to-date and be familiar with CSfC capability packages
- Stay up-to-date on CSfC-approved products and versions.
- Utilize network monitoring and testing tools to verify the health and availability of the network and associated service applications
- Utilize troubleshooting methods and tools (i.e. ping, trace route) to diagnose or resolve incidents. Efficiently escalate incidents to the appropriate group when required
- Augment cybersecurity monitoring staff as needed
- Support the building of end point devices, including smart phones and laptops
- Documents incident status and solutions in incident database tools.
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Support briefings and advocacy in helping the client adopt the CSfC service offering
- Willingness to occasionally work evenings and weekends required for outages or maintenance efforts
- Perform special projects and other duties as assigned.
REQUIRED QUALIFICATIONS
- 3 or more years of experience in service desk support
- Professional Certification CE (e.g., A+, etc)
- BA/BS = 5 years; AA=7 years
- Secret Clearance level
- IAT-II
We are seeking a Help Desk Support Service Specialist 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.
Apply now to explore jobs with us!
The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.
Additional Job Information:- Establish Focus
- Change Management
- Develop Others
- Oral Communication
- Written Communication
- Interpersonal Awareness
- Build Relationships
- Analytical Thinking
- Conceptual Thinking
- Strategic Thinking
- Technical Expertise
- Initiative
- Foster Innovation
- Results Oriented
- Teamwork
- Customer Service
- Location: Honolulu, HI
- Type of environment: Office
-
Please note, access for the office location for the position requires individuals to ascend and descend three flights of stairs. There is no access to an elevator or ramp.
- Noise level: Low
- Work schedule: OCONUS 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
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