IT Help Desk Analyst (Mid-Level) - Navy Undersea Warfare Program Support

SYNCHRON; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

Synchron, LLC supports the Navy in Washington, DC, providing mid-level IT help desk services. This role focuses on Tier 1 and 2 support for Team Submarine, incident resolution, asset management, and PKI/LRA processes.

Candidates should be able to work with NMCI coordination and government networks. The ideal applicant has extensive customer service skills, documentation discipline, and the ability to work across in-person and remote settings, with a Secret clearance required for access to

Qualifications

• Seven (7) years of IT support experience.
• Mid-level help desk or desktop-support experience in a DoD/enterprise IT environment.
• Experience with Windows-based systems, mobile-device support, network connectivity, asset management, and user-access processes.
• Familiarity with Flank Speed, NMCI support coordination, SIPRNet/NIPRNet environments, and PKI/LRA processes.
• Ability to troubleshoot moderately complex technical issues and escalate when needed.
• Strong customer service, communication, documentation, and organizational skills.
• Active Secret clearance required or currently held.

Responsibilities

• Provide direct customer support for hardware, software, network connectivity, mobile devices, peripherals, user accounts, and collaboration tools.
• Troubleshoot and resolve issues involving NIPRNet, SIPRNet, Flank Speed, and Government Furnished Equipment.
• Receive, prioritize, track, and resolve service requests with status updates and escalation when required.
• Maintain inventory and accountability records for GFE and conferencing equipment.
• Configure and support Government mobile devices and assist with migrations and service transitions.
• Support LRA and access-management functions, including PKI-related tasks.
• Provide setup and troubleshooting for in-person, virtual, and hybrid meetings and conferences.
• Develop and maintain technical documentation and knowledge articles.
• Participate in IT projects, system upgrades, and continuity activities.

Skills

Customer service

Technical troubleshooting

Communication

Documentation

Organizational skills

Education

Security+ and/or Network+ certification

Active Secret clearance

Tools

Ticketing systems

Job description

Home Find a Job IT Help Desk Analyst (Mid-Level) - Navy Undersea Warfare Program Support

IT Help Desk Analyst (Mid-Level) - Navy Undersea Warfare Program Support

Synchron, LLC has an exciting opportunity for an IT Help Desk Analyst to support U.S. Navy’s Team Submarine staff and program offices at the Washington Navy Yard in Washington, DC. The Mid-Level Help Desk Specialist will provide responsive Tier 1 and Tier 2 information technology support to the Office of the Chief Information Officer (OCIO) for DRPM SUBMARINES (Team Submarine). The incumbent will serve as a cross-functional member of the IT support team, resolving customer issues while supporting Local Registration Authority (LRA), conferencing, audiovisual, asset-management, and other mission-support requirements. We are seeking candidates to provide the US Navy with excellent information technology customer service support.

Responsibilities:

• Provide direct customer support for hardware, software, network connectivity, mobile devices, peripherals, user accounts, and common collaboration tools.
• Troubleshoot and resolve issues involving NIPRNet, SIPRNet, Flank Speed, iPhones, iPads, workstations, printers, and other Government Furnished Equipment (GFE).
• Receive, prioritize, track, and resolve service requests; provide status updates and elevate issues to NMCI or other enterprise support organizations when required.
• Maintain accurate inventory and accountability records for GFE, including computers, mobile devices, tablets, accessories, and conferencing equipment.
• Configure, issue, recover, and support Government mobile devices and assist with device migrations and service transitions.
• Support LRA and access-management functions, including review of access-request documentation, required training verification, PKI-related support, and account provisioning actions within delegated authority.
• Provide setup, testing, and troubleshooting support for in-person, virtual, and hybrid meetings, briefings, training events, and conferences.
• Configure and support audiovisual and conferencing equipment, including displays, projectors, cameras, microphones, speakers, and collaboration platforms.
• Coordinate with meeting organizers and customers to determine technical requirements, conduct pre-event checks, and provide on-site or remote support as needed.
• Develop and maintain technical documentation, standard operating procedures, knowledge articles, equipment records, and customer-support metrics.
• Participate in IT projects, system upgrades, equipment refreshes, continuity activities, and cross-training efforts.
• Perform other related IT, communications, administrative, and mission-support duties as assigned.

Education and Experience Requirements:

• Seven (7) years of IT support experience
• Experience providing mid-level help desk or desktop-support services in a DoW or enterprise IT environment.
• Working knowledge of Windows-based systems, mobile-device support, network connectivity, IT asset management, ticketing systems, and user-access processes.
• Familiarity with Flank Speed, NMCI support coordination, SIPRNet/NIPRNet environments, and PKI/LRA processes.
• Ability to independently troubleshoot moderately complex technical issues, manage competing priorities, and recognize when issues require escalation.
• Strong customer service, communication, documentation, and organizational skills
• Security + and/or Network + certification
• Active Secret clearance

Work Location: Washington Navy Yard. Limited telework options (less than one day per week.)

Travel: potential for travel (less than 5%)

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.

It is the policy of Synchron, LLC to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.