Senior Service Delivery Administrator Security Clearance

Position: Senior Service Delivery Administrator with Security Clearance
Responsibilities & Qualifications Tier 2/Tier 3 Service Desk Technician provides advanced technical support for Army Commercial Solutions for Classified (CSfC) environment, supporting secure remote access to SIPRNet resources. This is not a Tier 1 call intake role. The technician must assess issues critically, determine the appropriate resolution path, and take ownership of technical problems through closure while communicating clearly with Tek Synap leadership, users, internal support teams, external vendors, and Government stakeholders.

The technician supports daily operations by performing operational checks, managing AESMP ticket queues, maintaining service records, updating hardware and software asset trackers, supporting endpoint provisioning, assisting with account and access issues, and ensuring service desk actions align with cybersecurity compliance requirements. The role requires sound troubleshooting judgment, disciplined ticket documentation, accurate status reporting, and strong follow-through. The technician also coordinates external vendor tickets, including submission, tracking, follow-up, escalation, and validation of closure.

In addition, this role supports or hosts training sessions for internal and external technical teams on provisioning procedures, service desk workflows, endpoint readiness checks, and recurring support processes. The successful candidate takes initiative, communicates clearly, maintains accurate records, and continuously looks for ways to improve the user experience. RESPONSIBILITIES Tier 2 / Tier 3 Incident Resolution and User Support
* Provide Tier 2/Tier 3 technical support for end users operating in a secure military IT environment.
* Diagnose and resolve hardware, software, account, access, endpoint, application, peripheral, and connectivity issues independently when within authority and technical scope.

* Maintain accurate incident records and customer communications. Daily Operations, Queue Management, and Service Health
* Build, maintain operational trackers, ticket trackers, asset trackers, onboarding/offboarding trackers, issue logs, and other recurring reporting tools.
* Identify recurring issues, ticket trends, process gaps, service degradations, and operational risks.
* Participate in outage response, maintenance windows, after-hours support, operational surge support, and special projects as required. Endpoint Provisioning and Device Support
* Image, configure, validate, deploy, troubleshoot, recover, and maintain approved end-user devices, including laptops, peripherals, and related secure access equipment.
* Verify devices are properly configured, operational, compliant, and ready for user deployment.
* Support user onboarding, offboarding, device issuance, device return, account maintenance, and access request workflows.
* Coordinate with engineering and cybersecurity teams when device issues involve configuration baselines, certificates, encryption, remote access components, or security controls. Asset Management and Equipment Accountability
* Maintain equipment accountability records and inventory databases.
* Coordinate equipment issuance, transfer, return, and replacement activities.
* Support asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting. Knowledge Management and Documentation
* Create, update, and maintain SOPs, job aids, knowledge articles, user guides, FAQs, troubleshooting guides, and recurring issue documentation.
* Identify opportunities to improve ticket workflows, user communications, onboarding processes, endpoint provisioning, asset tracking, and operational reporting.
* Recommend improvements to reduce ticket volume, improve first-contact resolution, shorten resolution timelines, and improve customer experience. Reporting and Administrative Support
* Maintain service desk metrics and ticket status information
* Prepare recurring reports on ticket activity, resolution trends, and service performance
* Assist with customer onboarding briefings and service adoption activities
* Participate in after-hours support, maintenance windows, and outage response activities REQUIRED QUALIFICATIONS
* Active Secret Security Clearance

* Active DoD IAT Level II certification
* Minimum 5 years of IT support experience, including at least 2 years performing Tier 2 or higher service desk, desktop support, endpoint support, or enterprise technical support.
* Experience supporting Windows workstations and enterprise applications.

* Experience using Service Now, AESMP, or a comparable ITSM/ticketing system.

* Experience managing ticket queues, documenting troubleshooting steps, escalating issues, and maintaining accurate ticket records.

* Experience in imaging, configuring, deploying, troubleshooting, and maintaining laptops, mobile devices, tablets, and other end-user equipment.

* Experience supporting account administration, access requests, onboarding, offboarding, and user support workflows.

* Strong…