NANA Regional Corporation Help Desk/Call Center Operator (Top Secret Clearance) in Fredericksburg, Virginia

Help Desk/Call Center Operator (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 Technical Resource Group (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.

Assist end user with general troubleshooting, accessing NDCAC services 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 sites.

Acts as the first POC to interact with the NDCAC’s federal, state and local 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 NDCAC personnel with problems or issues.

Support the tiered Help Desk architecture.


Basic Qualifications

Bachelor’s degree or equivalent specialized experience in IT discipline or related field experience. Call center experience is required.

Equivalent specialized experience equates to three (3) or more years of the following;

Troubleshooting common desk-top PC and mobile operating systems,

  • Experience with communications technology research, analysis and documentation.

  • Providing technical analyses in; Internet and networking technologies and/or Electronic surveillance systems, telecommunications.

  • Intelligence/analytical and/or investigative experience specific to social media research involving criminal investigations.

Must have at least five (5) years direct related experience in help desk and network support.

Requires thorough knowledge of the principles, method and techniques used to operate a help desk, computer/network troubleshooting and support as well as active directory enterprise and MS software suites (i.e., MS SharePoint, Word, Excel, etc.).

A minimum of three (3) years’ experience in Information Technology (IT) help desk operations with familiarity in troubleshooting, operating and maintaining IT systems.

Requires excellent analytical skills and technical competence.

Possesses good, positive and customer oriented attitude along with demonstrated oral and written communications skills.

Knowledgeable with general help desk Standard Operating Procedures (SOP) and Information Security best practices.

Familiarization with telecommunication and UNCLASSIFIED Procurement Sensitive

Internet communication technologies and/or law enforcement processes and procedures regarding the lawful collection of data is desired.

Desired Qualification(s):

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.


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 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

Schedule: Full-time

Shift: Day Job

Req ID: SYN00380