Defense Technical Support Analyst

Responsibilities & Qualifications

TekSynap is currently searching for a Defense Technical Support Analyst. The Technical Support Analyst functions as the Fuels Manager® Defense (FMD), Base Level Support Application (BLSA) Subject Matter Expert for all advanced support requests generated from DLA Energy Customers both at the local base and enterprise levels.

RESPONSIBILITIES

• Works to achieve day-to-day objectives with moderate impact on the area/ project team. Maintaining acceptable service level agreement (SLA) standards as they are established in the external and internal standard operating procedures (SOP).
• Establishes and maintains a positive working relationship with all DLA service representatives and service control points through accurate written and verbal problem descriptions pertaining to site visit requests, hardware replacements, etc. that are triaged from the base level customer.
• May assist other technical staff with tasks and assignments with aiding coworkers through training, education and mentoring processes with troubleshooting techniques when addressing problem issues that arise with the Fuels Manager® Defense and third-party software that are used by end users.
• Addresses somewhat complex technical issues/problems using internal best practice and through collaboration with colleagues to identify advanced technical, Tier III support issues related to the Fuels Manager® Defense software suite and route them accordingly.
• Develops solutions to technical problems that require depth of technical knowledge by identifying software discrepancies Analyzes process flows to determine / recommend possible business process changes and provides technical documentation for proposed solutions to other defense support teams and management.
• Communicates with colleagues across multiple areas (project managers, other technical resources, etc. on support issue that require problem escalation and additional oversight.
• Requires working knowledge of and ability to apply standards, principles, theories, concepts, and techniques of technical domain.
• Manages, develops, and creates supporting documentation of problem resolution findings to all support analysts and other support departments.
• Performs quality inspections on equipment and application configuration for remote customers support requirements.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• Bachelor’s degree with two plus (2+) years of prior relevant experience. May consider more years of relevant experience in lieu of degree.
• Hands on administrative and technical experience with all Microsoft Operating Systems and database management systems to date.
• Must be willing to provide 24/7/365 operation support to include holidays on a rotational basis.
• Must have outstanding written and verbal communication and presentation skills.
• Must be able to multi-task multiple high priority items with the ability to properly prioritize and be part of a team environment.
• Have a strong understanding of IT networking architecture with relation to Client Server configurations and/or thin/thick net configurations.
• Must have highly developed multi-tasking capabilities with the ability to manage time and support issues to meet and exceed Government Service Level requirements.
• Must have one of the following DoD 8570 Baseline IAT Level II certifications:
• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+CE
• CND
• SSCP
• CASP+ CE
• CCNP Security
• CISA
• CISSP (or Associate), GCED, GCIH, or CCSP
• Must have Microsoft Windows Endpoint Administrator (MD-102) Need to change 
• Must have a Secret Clearance

Overview

TekSynap is currently searching for a Defense Technical Support Analyst. The Technical Support Analyst functions as the Fuels Manager® Defense (FMD), Base Level Support Application (BLSA) Subject Matter Expert for all advanced support requests generated from DLA Energy Customers both at the local base and enterprise levels.

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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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Peachtree Corners, GA 
• Type of environment: Hybrid 
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel:10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizenship

Secret Clearance requirement

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

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.