Customer Service Desk (CSD) Helpdesk Technician

Job Description

Job Description

Overview

We are seeking a CSD Helpdesk Technician to join our team. The Customer Service Desk (CSD) Helpdesk Technician serves as the primary IT focal point for HQ USSPACECOM personnel, providing comprehensive technical support across multiple facilities. This position functions as the first line of response for IT and communications-related issues for all USSPACECOM mission computer hardware, software, and LANs.

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.

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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.

Responsibilities

RESPONSIBILITIES

• Serve as the primary point of contact for HQ USSPACECOM IT support, managing an average of 700 tickets monthly

• Provide telephone, ticket submission, email, and walk-up support at Building 1, Newport, and Bayfield facilities

• Remediate hardware and software issues that can be resolved on-site without specialized resources

• Coordinate with system/capability owners to resolve complex software or network issues

• Track, properly assign, and coordinate tickets submitted by customers

• Report problem resolution status to affected customers and maintain historical records

• Coordinate with external maintenance agencies to isolate faults, restore service, and make repairs

• Configure and troubleshoot military devices including desktops, mobile devices, and printers

• Coordinate with host-bases and service providers for communication/IT requests

• Complete ingress/egress paperwork for equipment and software from facilities

• Maintain maintenance management continuity documentation

• Oversee daily scheduled and unscheduled maintenance

• Assign job control numbers and meet restoral priorities according to USSPACECOM standards

REQUIRED QUALIFICATIONS

• Active DoD TS/SCI clearance
• DCWF Work Role 411 (e.g., CompTIA Security+)

• Experience with military IT systems and hardware

• Proficiency in troubleshooting diverse technical issues

• Strong communication and customer service skills

• Ability to coordinate with various stakeholders to resolve complex problems

• Experience with ticket management systems

• Must be able to maintain necessary security clearances.
• Willingness to travel as required for meetings and training sessions.

Qualifications

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: Colorado Springs, CO
• Type of environment: Office
• Noise level: Low
• Work schedule: Day Shift; Core hours 6:00am - 6:00pm. Nights, weekends and holidays may be required to meet customer and contract needs
• Amount of Travel: Contractor maybe required to travel within CONUS (<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

• US Citizenship
• Clearance requirement: Active DoD TS/SCI

WAGE INFORMATION

Target salary range: $60,000.00 - $85,000.00. 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 View email address on ziprecruiter.com for assistance.