• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets.
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.
• Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system.
• Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the ServiceNow ticketing system.
• Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.
• Responsible for alerting management to recurring problems and patterns of problems.
• Assign tickets to Tier 2/3 technicians as necessary.
• Coordinate security and situational awareness concerns with TekSynap Management.
• Participate in regular team meetings and process improvement projects and training.
• Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff.

• 1-3 years of experience
• Prior experience in a government consulting services environment is preferred
• Must be able to fluently communicate verbal and written using English. To include emails, deskside support and telephone calls
• Must be willing to travel for inventory projects:
  • The VA Healthcare System has equipment assets to be tagged and labeled. Inventory, tagging and locating all equipment assets has become a time sensitive issue. Equipment accountability must be established in order to keep track of all assets at main campus as well as the outlier locations in the regions.
  • The Inventory project includes weekends and 10+ hour work days.
  • Teams are broken out into 3 with a lead and assigned to either the main medical facility or the remote sites.
  • Inventory team will clear room by room and floor by floor to provide asset inventory for both tagged and non-tagged equipment.
  • Scanners and instructions will be provided by the VA escorts
  • Dress requirement: Khakis/docker style pants, polo shirt or similar and comfortable shoes.
  • Availability to work long hours in different shifts.
  • Ability to walk/stand up to 10+ hrs. per day to conduct inventory
• Must pass drug screening
• Individuals must be fully vaccinated for COVID-19

The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

Visit us at www.TekSynap.com.

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• Oral Communication
• Written Communication
• Interpersonal Awareness
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Initiative
• Results Oriented
• Teamwork
• Customer Service
• Positive Attitude
• Problem Solving
• Be Focused

• Location: Telework
• Type of environment: Home Office
• Noise level: Medium
• Work schedule: Schedule is 2nd shift Monday – Friday. May be requested to work weekends to meet program and contract needs.
• Amount of Travel: 15-20%