Senior Service Desk Customer Support Technician - NAVSEA

Synchron, LLC
$85,000-95,000
United States, D.C., Washington
1400 Defense Boulevard (Show on map)
Jan 14, 2025
Synchron, LLC has an exciting opportunity for a Senior Service Desk Customer Support Technician to support NAVSEA at the Washington Navy Yard in Washington, DC! We are seeking candidates to provide the US Navy with excellent technology customer service support and apply a broad base of IT knowledge and subject matter expertise to identify, recommend and properly apply solutions, implement products, and deploy baseline services. In addition, the position will perform Tier I problem resolutions services combining their expertise with the latest technology available to proactively avoid issues and restore degraded IT systems quickly and effectively. Responsibilities: Support customer facing troubleshooting activities and problem escalation, via in-person and some remote support. Operate in a routine shift-work environment. Provide effective technical solution to complex problems to include Tier I trouble shooting of ServiceNow incidents or problems when requested. Provide emerging communications and information technology engineering support and technical solutions to improve overall service delivery to include customer support, proactive system support ect. Develop SOPs and define processes to enhance Customer Support and IT Service Delivery Support the customer's efforts to share and distribute information by electronic means. Education and Experience Requirements: Active Secret Clearance Bachelor's Degree 8 years of experience providing IT support to the DoD and/or Navy Managing Service Desk and Customer facing support experience Excellent communication skills Positive customer service attitude and professional etiquette Ability to prioritize and handle multiple projects/stakeholders Desired Education and Experience: Customer support experience in enterprise user service and help desk incident management within the DoD or Navy Experience and knowledge working with NMCI Customer support experience/knowledge working in Service Now, PKI & CAC Cards, MS Windows, MS Office 365, Pulse Secure, CITRIX, and MS Exchange. Customer Support experience/knowledge working with Telecommunications platforms: Avaya Communications Services, Cisco, Voice over IP, Blackberry, Apple iPad, SMEPED, Mobile Devices iPhone or IOS devices and vendors SYNCHRON, LLC provides technical support services to the Department of Defense, Government Contractors, and select partners. Our mission is to combine Subject Matter Expertise with innovative technology applications to provide highly effective and efficient solutions to government and commercial clients.