What are the responsibilities and job description for the IT Helpdesk Support Analyst - NAVSEA position at Synchron, LLC?
Synchron, LLC has an exciting opportunity for an IT Helpdesk Support Analyst to support NAVSEA at the Washington Navy Yard in Washington, DC! We are seeking candidates to provide the US Navy with excellent technology customer service support and apply a broad base of IT knowledge and subject matter expertise to identify, recommend and properly apply solutions, implement products, and deploy baseline services. In addition, the position will perform Tier I problem resolutions services combining their expertise with the latest technology available to proactively avoid issues and restore degraded IT systems quickly and effectively.
Responsibilities:
Education and Experience Requirements:
Desired Education and Experience:
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.
Responsibilities:
- Support customer facing troubleshooting activities and problem escalation, via in-person and some remote support.
- Operate in a routine shift-work environment.
- Provide effective technical solution to complex problems to include Tier I trouble shooting of ServiceNow incidents or problems when requested.
- Provide emerging communications and information technology engineering support and technical solutions to improve overall service delivery to include customer support, proactive system support ect.
- Develop SOPs and define processes to enhance Customer Support and IT Service Delivery
- Support the customer’s efforts to share and distribute information by electronic means.
Education and Experience Requirements:
- Active Secret Clearance
- Security Certification
- 2 years of experience providing IT support to the DoD and/or Navy
- Purebred Agent Experience
- Managing Service Desk and Customer facing support experience
- Excellent communication skills
- Positive customer service attitude and professional etiquette
- Ability to prioritize and handle multiple projects/stakeholders
Desired Education and Experience:
- Customer support experience in enterprise user service and help desk incident management within the DoD or Navy.
- Experience and knowledge working with NMCI and Flank Speed on both NIPR and SIPR networks.
- Customer support experience/knowledge working in FastTool, Archibus, TIE Coordination, Mobility, VTC, Microsoft Azure, Asset Management and Process/SOP documentation.
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.