Help Desk Technician
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 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.