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.

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.
• Affords assistance in navigating around application menus, may be required to remote into customer's computer.
• Troubleshoots 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.
• Must possess current CompTIA A+ CE, Network+ CE or Security+ CE certification.
• 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.
• Ability to communicate clearly and professionally, both verbally and in writing.
• 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

The operations we support are 24/7/365. Clearance: Active Secret Clearance and current CompTIA A+CE, Network+CE or Security+CE certification (must have one).

Preferred Qualifications

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