Service Desk Specialist

Service Desk Specialist

We are seeking a Service Desk Specialist to join our team supporting NETCOM CSfC at Fort Shafter, Hawaii.

Tek Synap 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.

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.

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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

• 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.
• Support equipment issuance, transfer, return, and replacement activities.
• Support asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting.

Knowledge Management and Documentation

• 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…