NANA Regional Corporation Sr. Help Desk Specialist (Top Secret Clearance) in Fredericksburg, Virginia
Sr. Help Desk Specialist (Top Secret Clearance)
Synteras is a proven provider of strategy and technology services to the federal government. Key focus areas include network operations, systems engineering, cyber security, enterprise architecture, and agile software development. Synteras specializes in accelerated development to help agencies continually optimize their key business processes and become more responsive to strategic mission objectives.
Staffs the TRG. Answers and processes calls and emails from users for NDCAC services or issues.
Coordinate with the PM/TL to ensure problem solution and user satisfaction. Make recommendations, if needed for improvement or corrective action.
Assist PM/TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
Manages, logs, tracks, monitor and reports on all issues and problems using a ticketing system.
Provide end user troubleshooting, internal NDCAC system testing and support. Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites/SharePoint.
Acts as the first POC to interact with the NDCAC’s federal, state, and LEO contacting the NDCAC for assistance.
Provide phone and email support to Federal, State and Local LEOs requesting assistance.
Evaluates requests for assistance and provides appropriate level of help to the LEO until the issue is resolved or the question answered.
These requests for assistance may be received via phone calls, emails or in person from LEOs within the NDCAC.
Provides assistance by disseminating appropriate LES information to LEOs and directing recourses which include; CSP points of contact, best practices, white papers, processes and procedures. Assist other Senior Help Desk Specialist or NDCAC personnel with complex problems or issues.
Support tiered Help Desk architecture.
TRG Tier 1 shall perform analysis of communications records and plot cell phone towers in support of requests from NDCAC users.
Tier 1 personnel shall instruct LEOs on best practices for performing any analysis and geo-location assistance rendered to the LEOs calling into the TRG.
Bachelor’s degree or equivalent in IT discipline, Computer Science, engineering or related field experience.
Must have at least four (4) years directly related experience in help desk and network support. Also requires thorough knowledge of the principles, method and techniques used in managing help desk, computer/network troubleshooting and support as well as active directory enterprise and MS software suites (i.e. MS SharePoint, Word, Excel, etc.). In addition, requires competence in systems analysis and technical writing to support SOP creation and documentation. Experience with implementing and managing CALEA voice and broadband related ELSUR solutions knowledge of CALEA protocols, intercept solutions and commercial CALEA collection systems; ; communications application providers, SMS replacement services; unmanaged VoIP services knowledge and experience regarding the lawful intercept processes and procedures for Federal, State and/or local LEAs, is highly desirable.
A minimum of three (3) years’ experience in IT system administration with familiarity in troubleshooting, operating and maintaining IT systems.
This experience must include:
The installation, configuration and maintenance of routers, switches, firewalls and wireless access points and clients.
The installation, configuration and maintenance of common operating systems (OS) such as Windows, Linux etc.
The installation, configuration and maintenance of protocols and services such as DHCP, TCP/IP, Active Directory
Possession of one or more current IT industry certifications such as; Net , A , Sec , CCNA, MCITP, etc. is preferred.
Call center experience is desired. Microsoft and Cisco discipline certification are preferred.
We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
AN EQUAL OPPORTUNITY EMPLOYER
We are Equal Opportunity Employers. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.
We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at firstname.lastname@example.org or 571-353-7053.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance.Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation.Reasonable accommodation requests are considered on a case-by-case basis.
In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.
Job: Information Technology
Primary Location: US-VA-Fredericksburg
Shift: Day Job
Req ID: SYN00383