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

Synchron, LLC; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Synchron, LLC is seeking an IT Help Desk Analyst to support U.S. Navy Team Submarine staff and program offices at the Washington Navy Yard in Washington, DC.

The Mid-Level Help Desk Specialist will deliver Tier 1 and Tier 2 IT support for the OCIO and NMCI coordination, handling hardware, software, and mobile-device issues. The role requires seven years of IT support, DoD/enterprise experience, strong customer service skills, and an Active Secret clearance.

Qualifications

• 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

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 accelerate 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.

Skills

Customer service

Communication

Troubleshooting

Documentation

Organizational skills

Tools

Ticketing systems

Windows-based systems

PKI/LRA processes

Job description

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 accelerate 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.