IT Help Desk Analyst (Mid-Level) - Navy Undersea Warfare Program Support

Synchron, LLC has an exciting opportunity for an IT Help Desk Analyst to support U.S. Navy’s Team Submarine staff and program offices at the Washington Navy Yard in Washington, DC.
As a Mid-Level IT Help Desk Technician for Team Submarine, you will provide advanced technical support to Navy personnel, civilians, and contractors. You will serve as a vital link in the support chain, ensuring that mission-critical IT systems remain functional and that complex technical issues are resolved with minimal impact on operations. In this role, you will act as a Tier 2 escalation point, addressing challenging technical problems that exceed the scope of entry-level and Tier 1 technicians. You will still be responsible for Tier 1 support as well. We are seeking candidates to provide the US Navy with excellent information technology customer service support.

Responsibilities:

• Technical Responsibilities & Escalation Support
  • Act as the primary escalation point for Tier 1 technicians, providing advanced troubleshooting and resolution for complex hardware, software, and network connectivity issues.
  • Diagnose and resolve persistent technical faults that require a deeper investigation into system logs, configurations, and environment settings.
  • Manage and maintain workstations, peripherals, and mobile devices, ensuring they are configured to Department of War (DoW) security and performance standards.
  • Provide advanced support for Microsoft Office 365, Flank Speed, and NMCI-related applications.
  • Facilitate user account management and permissions within Active Directory and specialized Navy databases.
  • Document all troubleshooting steps and resolutions clearly in the ticketing system to build a comprehensive knowledge base for the team.
• Operational Support
  • Identify recurring technical trends or systemic issues and propose long-term solutions to improve team efficiency overall.
  • Assist in the deployment and buildout of new hardware and software assets, ensuring seamless integration into the Team Submarine environment.
  • Coordinate with senior engineers and vendors (such as NMCI or Flank Speed helpdesks) when issues require higher-level infrastructure changes.
  • Provide technical guidance and informal mentorship to entry-level staff to improve the "first-call resolution" rate across the team.

Education and Experience Requirements:

• Seven (7) years of IT support experience
• Possess analytical and problem-solving skills for both technical and customer service-related matters
• Strong communication skills
• Security certification
• Bachelor's degree (or equivalent additional work experience)
• Active Secret Clearance

Work Location: Washington Navy Yard. Limited telework options (less than one day per week).

Travel: not expected

It is the policy of Synchron, LLC to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.
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