Service Desk Technician

Overview

Syntelligent Analytic Solutions, LLC provides uniquely qualified personnel with the expertise and tools needed to fulfill our customers’ management and technical requirements in the intelligence, defense, homeland security and commercial market space. Our customers’ and Syntelligent’s success are built upon the core values of People First, Integrity & Accountability, Mission Driven, Community Focus and Team Oriented. Syntelligent is seeking a full-time Service Desk Technician for an existing contract, supported out of our Luray Operations Headquarters. These positions support the Army's Enterprise Service Desk. Candidates must live near the Luray VA area for this on-site work. Location: Luray, VA Schedule: Day/ M-F Anticipated Salary Range: $20.00 per hour

Responsibilities

• Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
• Aids in navigating around application menus, may be required to remote into customer's computer.
• Troubleshoot network connectivity issues, working with remote employees on a corporate network.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.

Qualifications

• High School Diploma or equivalent required.
• Security Requirement – Must be US Citizen and possess a US Government Secret security clearance or have the ability to obtain a US Government Secret security clearance, prior to hire.
• Possess current CompTIA A+ CE, Network+ CE or Security+ CE certification.
• The ability to successfully meet customer's metric requirements.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
• Must be willing to work all shifts. The operations we support are 24/7/365.

Clearance

• Must be able to multi-task and rapidly change priorities with limited notice.
• Must be able to sit/stand at a desk for long-periods and must be able to lift 20 pounds occasionally.

Preferred Qualifications

• MCP, Dell or other industry identified certifications.
• Previous computer technical support.