Title Desktop Support Technician - Mid

As a Tier ISupport Technician - Midyou will provide advanced front-line support, handle escalations within Tier I operations, resolve complex service desk issues, and mentor junior technicians. This position ensures high-quality technical support for Client users, including executive-level (VIP) personnel.

You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.

RESPONSIBILITIES

• Perform all Tier I Junior duties at an advanced proficiency level.
• Serve as the primary service desk escalation point, leading troubleshooting efforts for high-visibility and complex technical issues while coordinating with Tier II and Tier III teams to ensure timely resolution.
• Review and analyze ticket quality, monitor support trends, recommend service improvements, and develop and maintain Tier I knowledge articles.
• Mentor and provide technical guidance to junior technicians.
• Deliver exceptional customer service to staff, management, and executive-level (VIP) users while maintaining established quality standards and service levels.
• Advanced proficiency in all Tier I Junior competencies, including support and troubleshooting of Windows, macOS, iOS, and Android operating systems.
• Advanced analytical, troubleshooting, and problem-solving skills.
• High proficiency with IT Service Management (ITSM) systems for incident, change, and knowledge management.
• Strong customer service, communication, collaboration, and interpersonal skills, with the professionalism to effectively support executive leadership and work across technical teams.

REQUIRED QUALIFICATIONS

• 3-5 years providing technical support in IT service desk or call center environments.
• Minimum of 5 years of hands-on administration of Active Directory.
• Broad knowledge and experience in Microsoft 365 support (Exchange Online, SharePoint, Office apps).
• Proficiency in supporting VPN, secure remote access, and remote management tools.
• Advanced knowledge of enterprise mobility and device management.

PREFERRED QUALIFICATIONS

• ITIL Foundation.
• CompTIA certification(s).
• Related college degree.
• Microsoft 365 certification

We are seeking highly motivated and experienced Mid
- Tier I Support Desktop Technicians to join our team supporting our Customer in Washington, D.C.

Tek Synap provides the client with IT Support Staffing to augment their existing teams.

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.

Visit us at

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.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:
  
  Washington, DC
• Type of environment:
  On-site support
• Noise level:
  Low
• Work schedule:
  
  Schedule is day shift Monday – Friday. May be requested to work…