We are seeking a Tier II Service Desk Analyst to support our government client in the Washington, DC, metropolitan area. Under the supervision of the Help Desk Lead, the Help Desk Analyst will assist with technical problems, provide guidance and recommendations, and normally work closely with the client. The position is hybrid, with the possibility of transitioning to 100% onsite in the future.

Job Responsibilities:

• Provides Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second-tier technical support issues for end-users.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code, and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training utilizing the various available databases.
• Conducts technical research for sources of information required in support of requests for information related to ongoing programs and proposal efforts.
• Interacts with other team members, such as network services, software engineering, and/or applications development, to restore services and/or identify and correct the core problem.
• Assists in solving problems within general guidelines and applies a wide range of techniques and resources to detect, identify, and eliminate user problems.
• Documents the established procedures used to perform repetitive but complex tasks.
• Establishes and maintains comprehensive records of work performed.
• Produces reports for a wide variety of purposes.
• Operates computer terminals used for remote job entry and data set.
• Provides technical assistance to the computer operations staff and user community.

Knowledge & Experience Requirements:

• High School Diploma
• Minimum 2 years working on a project IT Help Desk or IT Call Center with an understanding of how to answer, resolve, and/or escalate a customer ticket.
• Experience with ticketing systems such as Jira, ServiceNow, etc.
• Experience with receiving (Phone, Email, Live Chat) and annotating call information in the ticket system.
• Experience working on a federal government IT program.

Required Skills:

• Strong work ethic with a sense of commitment and accountability, ability to build professional relationships with honesty and integrity.
• Excellent communication, customer support, and presentation skills.
• Ability to obtain and maintain a position of Public Trust as a Federal government contractor.

Synectics is an Equal Opportunity employer. We offer a competitive salary and an impressive full benefits package that includes employee medical and dental, 401k, company-paid life and short/long-term disability insurance, and paid leave. We also provide an environment that supports professional development and growth. Our hiring process is 100% online.