Job Title: Help Desk Technician

Job Location: Alexandria, VA. (Onsite)

Job Description:

Syneren is seeking a skilled and visionary Help Desk Technician to provide first-level technical support to end users by diagnosing and resolving hardware, software, and network issues. This role is ideal for individuals with strong communication skills, a passion for technology, and a desire to grow within the IT field.
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Company Overview

Syneren Technologies Corporation has expertise in operating, maintaining, and modernizing applications and IT systems for the Federal Government. We provide scientific and engineering expertise for critical agency missions. Our goal is to be at the forefront of change so that we can bring the best ideas to fruition for our clients’ missions.

Mission & Vision

To be the leading provider of enduring systems engineering and software solutions, delivering measurable results, exceeding customer expectations, and fostering a workplace that promotes continuous growth and empowers employees to thrive, while enabling the missions of our customers and partners with high-quality products and services that lead to 100% satisfaction.

Summary of the Position

The Help Desk Technician will respond to support requests via phone, email, or remote tools, ensuring timely and effective solutions. They assist with installations, updates, and account setups, and escalate complex issues to senior staff when needed. Strong communication skills, a willingness to learn, and a customer-focused mindset are key to success in this role.

Essential Job Duties:

1. Serve as the first point of contact for users experiencing technical issues

Troubleshoot hardware and software problems on desktops, laptops, and mobile devices
Resolve issues related to operating systems, printers, and basic networking

Ticket Management

Respond to help desk requests via phone, email, or ticketing systems
Log, track, and update support tickets with detailed notes
Escalate unresolved issues to senior technicians or specialized teams

System Setup & Maintenance

Assist with setup and configuration of new workstations and devices
Install and update software applications and operating systems
Perform routine maintenance tasks to ensure system reliability

User Account Support

Help with password resets, account creation, and access permissions
Support onboarding and offboarding processes for employees
Maintain user profiles in Active Directory or similar system

Non-Essential Duties:

Administrative Support

Assisting with scheduling IT team meetings or training sessions
Organizing documentation or archiving outdated support materials
Updating inventory records for IT equipment

Training & Mentorship

Shadowing senior technicians to learn advanced troubleshooting
Helping onboard new IT staff or interns
Participating in cross-training for other technical roles

Internal Communication

Contributing to internal newsletters or tech tips for staff
Gathering user feedback on IT services and reporting trends
Assisting with internal surveys or satisfaction reports

Procurement & Setup Assistance

Helping unpack and label new hardware
Assisting with basic setup of conference room tech or shared devices
Supporting vendor coordination for minor purchases

Responsibilities:

Answer calls and respond to emails promptly and professionally
Provide technical support to clients over the phone, chat, or e-mail in a timely and thorough manner·
Troubleshoot and diagnose technical issues related to hardware, software, and network connectivity
Document and track tickets in our help desk system
Work with senior technicians and team members to escalate complex issues as necessary
Assist with hardware and software installations and upgrades
Conduct follow-up calls with clients to ensure issue resolution and customer satisfaction
Stay current with the latest technologies, software, and trends in the industry to provide better customer service and support

Minimum Qualifications:

High school diploma or equivalent; relevant technical certifications preferred
1-2 years of call center experience, preferably in a technical support role
Strong customer service skills, including the ability to de-escalate difficult situations
Excellent communication skills, both verbal and written
Familiarity with Windows and Mac OS, as well as common office software like Microsoft Office and Adobe Suite
Ability to troubleshoot and diagnose technical issues independently
Familiarity with remote access tools and software
Ability to adapt to a constantly changing and fast-paced environment
Willingness to work overtime or on-call hours as necessary
Industry certifications such as CompTIA Security+, or Network+
Active Secret security clearance.
CompTIA Security Plus certification
AZ-900 Fundamentals certification

Working Conditions

Standard office environment.
May require extended hours during project deadlines or system implementations.

Physical Requirements:

Prolonged periods in stationary position at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
The person in this position needs to occasionally move throughout the office, including across longer distances such as from the building entrance to the workspace.

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all responsibilities, duties, and skills required.

ADA Compliance: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EEO-1 Statement: We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information.

E-Verify Participation: This employer participates in E-Verify to confirm the eligibility of all newly hired employees to work in the United States.

Syneren Technologies Corporation

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