- Respond to requests for technical assistance via phone, email or via the web queue, including chat or Instant Message, when implemented.
- Open service desk tickets and ensure proper information is collected from user and recorded in service management system.
- Diagnose and resolve routine hardware and software issues.
- Research questions using the FDA Help Desk Knowledge Base, the FDA Intranet, and other available information resources.
- Provide incident and problem management for all issues reported to the Help Desk by creating, updating, and managing requests.
- Meet First Call Resolution (“FCR”) goals; suggest improvement to increase the FCR rate.
- Provide incident resolution and troubleshooting assistance for Government owned and off-site computers.
- Escalate issues as appropriate.
- Stay current with system information, changes, and updates to increase first call resolutions and Client service satisfaction.
- Document and ensure proper information is recorded as part of the incident/problem resolutions.
- Ensure proper closeout of tickets once resolution has been confirmed.
- Install and configure FDA qualified products and upgrades. These could include applications, software, utilities, device drivers, and operating systems.
- Assign priority levels to the service request based on the urgency of the request as it relates to business impact.
- Manage customer usernames and passwords for all systems under the Subcontractor’s control using FDA provided tools for both on-site and off-site users. These tools are subject to change as necessary to meet FDA’s mission. The Subcontractor shall comply with all FDA policies and follow all FDA procedures regarding password creation, resets and maintenance.
- Research, test and coordinate resolutions via secure remote access for user issues. The Subcontractor, as requested, shall document and/or update Secure Remote Access Service (“SRAS”) procedures, policies and FAQs for users or as approved by HT’s Technical Representative.
- Provide 24x7 reporting/communication services for Global/High impact issues and outages.
- Must have knowledge and experience in customer service practices.
- Required professional attitude, company focus, and strong work ethic.
- Proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties.
- Ability to perform shift work.
- Must be able to obtain Public Trust security clearance.
- Ability to perform shift work.
- Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.)
The FDA IT Help Desk Contract provides support for enterprise IT service requests for 22,000 users worldwide. As a subcontractor to Human Touch, TekSynap provides End User Support including Tiers 1 and 2 help desk support including hardware and software diagnostics and resolution, as well as telecom and networking troubleshooting. Support is provided 24 hours a day, 7 days a week, 365 days a year.
TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at www.TekSynap.com.
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The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.
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Additional Job Information:- Establish Focus
- Change Management
- Develop Others
- Oral Communication
- Written Communication
- Interpersonal Awareness
- Build Relationships
- Analytical Thinking
- Conceptual Thinking
- Strategic Thinking
- Technical Expertise
- Initiative
- Foster Innovation
- Results Oriented
- Teamwork
- Customer Service
- Location: Silver Spring, MD
- Type of environment: Office
- Noise level: Medium
- Work schedule: Schedule is 8 hour shifts between 6:00 AM and 6:00 PM. This results in a 40 hour a week shift. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 10%
WORK AUTHORIZATION/SECURITY CLEARANCE
OTHER DUTIES
EQUAL EMPLOYMENT OPPORTUNITY
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.