Tier II Help Desk Specialist

We are seeking a Tier II Help Desk Specialist to join our team supporting NOAA SBITS in Silver Spring, MD.

This position will support activities within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD). The position will provide tier 2/3 on-site support for NOAA's CorpSrv users.

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.

• Hardware and Software Troubleshooting: Expertise in diagnosing, repairing, and maintaining a range of hardware (e.g., desktops, laptops, printers) and software issues, including OS installation, configuration, and updates.
• Operating Systems: Strong understanding of Windows OS and macOS with experience in installation, configuration, and command-line troubleshooting.
• Networking Basics: Familiarity with TCP/IP, DNS, DHCP, VPNs, and basic network troubleshooting to help diagnose and resolve connectivity issues.
• Active Directory: Experience with Active Directory (AD) for account creation, password resets, and group policy application is often essential.
• Remote Support Tools: Proficiency with remote support tools like Remote Desktop, SCCM, or third-party platforms (e.g., Bomgar, TeamViewer) to support off-site users.
• Virtualization: Basic understanding of virtual desktop environments, such as VMware or Citrix, which are often used in federal environments.
• Two-Factor Authentication (2FA): Experience with 2FA methods and associated technologies (such as PIV cards or RSA tokens), as these are common in federal IT.
• Endpoint Protection: Ability to work with antivirus, anti-malware, and endpoint protection solutions to maintain secure systems.
• Incident Response Awareness: Basic understanding of incident response procedures and knowing when and how to escalate potential security issues.
• ITSM experience: Experience in an enterprise IT environment using a known industry ticketing system suck as ServiceNow or Remedy.
• Provides support directly to end users on a variety of issues.
• Independently identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support., * Minimum of 4 years of experience in Information Technology or a related field.
• AA degree in Computer Science, Information Technology or equivalent experience preferred.
• Prior performance in a similar role within 6 months of the date of hire.
• Apple Device Support Certification
• Must be a U.S. Citizen
• Must be able to successfully obtain a Public Trust

Preferred Qualifications

• CompTIA A+
• CompTIA Security+, 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.

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., 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: Silver Spring, MD
• Type of environment: Office/Hybrid
• Noise level: Medium
• 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: Less than 10%, Target salary range: $55,000 - $60,000. 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.