Senior Help Desk Specialist

Overview

We are seeking a Senior Help Desk Specialist to join our team supporting DISA JSP Service Delivery.

TekSynap National Capital Region, Philippines

We are 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.

• Provide desk-side support and remote support for J6-supported contingency facilities on NIPRNet, SIPRNet, and other classified networks, ensuring systems are fully operational for planned and no-notice operations.
• Assist the Government COOP Coordinator in preparing and maintaining contingency operation plans, participating in five annual COOP exercises across multiple sites.
• Attend semi-annual Government-led training events to ensure readiness for contingency operations.
• Maintain a daily presence of desk-side support technicians at the primary contingency facility, ensuring proper system functionality, preventative maintenance, and lifecycle management of J6-managed systems.
• Perform system checks, preventative maintenance, and update documentation in the TMS for all "warm site" systems based on Government-directed schedules.
• Serve as the technical lead for embedded and mobilized IT staff during contingency operations.
• Provide remote desk-side support to other J6 customers when workload allows and contingency tasks permit.
• Transition contingency locations from “warm” or “cold” sites to fully activated and occupied sites, supporting 10-1,400 active desks as needed during major contingency operations.
• Provide comprehensive IT support during contingency operations, ensuring end-user systems on NIPRNet, SIPRNet, and other classified networks are fully operational.
• Deliver VIP-level technical assistance, including troubleshooting, installation, configuration, and maintenance of end-user devices and network connections.
• Ensure seamless coordination and resolution of incidents, service requests, and system issues, prioritizing tasks to minimize disruptions during critical operations.
• Assist with managing and maintaining desk-side and remote support services, ensuring IT readiness for planned and emergency activations.
• Support all technical needs for end-users, including backup, data restoration, and secure access to critical systems, maintaining compliance with DOD and J6 cybersecurity standards.
• Act as a trusted agent (TA) to process SIPRNet PKI token requests and coordinate token delivery for contingency site users.
• Ensure 24x7x365 support during contingency operations and emergency activations, sustaining operations for up to 30 calendar days as required.
• Provide augmentation personnel for COOP exercises and ensure support is delivered according to the Government-provided CONOPS.
• Support steady-state operations at warm sites with dedicated staff and respond to after-hours recalls within 2 hours.

• Experience: Five (5) years relevant experience
• Certifications: CompTIA Security+; Help Desk Institute (HDI) Certification or an A+-related certification
• Education: Associate’s degree in computer science, Information Systems, Math, Physics, Engineering, or a related discipline
• Clearance: TS/SCI clearance

• Locations: National Capital Region
• Type of environment: Office
• Noise level: Medium
• Work schedule: Day shift Monday – Friday; may be requested to work evenings and weekends to meet program and contract needs
• Amount of Travel: Less than 10%
• Security clearance: TS/SCI; U.S. Citizenship required

TekSynap is an equal employment opportunity employer. We do not discriminate on the basis of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information, or any other characteristic protected by law. If you need a reasonable accommodation to search for a job opening or to submit an application, please contact for assistance.

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. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If you would like to opt out of text messaging, respond STOP. TekSynap may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Adherence to our policies includes drug-free workplace practices. TekSynap reserves the right to conduct drug testing in accordance with federal, state, and local laws.