Service Desk Specialist

Responsibilities

• Tier 2 / Tier 3 Incident Resolution and User Support: Provide advanced technical support for end users operating in a secure military IT environment; diagnose and resolve hardware, software, account, access, endpoint, application, peripheral, and connectivity issues within authority and scope; maintain accurate incident records and communicate with customers.
• Daily Operations, Queue Management, and Service Health: Maintain operational trackers, ticket trackers, asset trackers, onboarding/offboarding trackers, issue logs, and other recurring reporting tools; identify recurring issues, ticket trends, process gaps, service degradations, and operational risks; participate in outage response, maintenance windows, after-hours support, operational surge support, and special projects as required.
• Endpoint Provisioning and Device Support: Image, configure, validate, deploy, troubleshoot, recover, and maintain approved end-user devices, including laptops, peripherals, and secure access equipment; verify devices are properly configured, operational, compliant, and ready for user deployment; support onboarding, offboarding, device issuance, device return, account maintenance, and access request workflows; coordinate with engineering and cybersecurity teams when device issues involve security controls.
• Asset Management and Equipment Accountability: Maintain equipment accountability records and inventory databases; support equipment issuance, transfer, return, and replacement activities; assist with asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting.
• Knowledge Management and Documentation: Update and maintain SOPs, job aids, knowledge articles, user guides, FAQs, troubleshooting guides, and recurring issue documentation; identify opportunities to improve ticket workflows, user communications, onboarding processes, endpoint provisioning, asset tracking, and operational reporting; recommend improvements to reduce ticket volume and improve first-contact resolution.
• Reporting and Administrative Support: Maintain service desk metrics and ticket status information; assist with customer onboarding briefings and service adoption activities; participate in after-hours support, maintenance windows, and outage response activities as needed.

Requirements

• Active Secret Security Clearance.
• CompTIA Security+ CE or DoD IAT Level II certification.
• U.S. Citizenship.
• Minimum 3 years of IT support experience, including at least 1 year performing Tier 2 or higher service desk, desktop support, endpoint support, or enterprise technical support.
• Experience supporting Windows workstations and enterprise applications.
• Experience using ServiceNow, AESMP, or a comparable ITSM/ticketing system.
• Experience managing ticket queues, documenting troubleshooting steps, escalating issues, and maintaining accurate ticket records.
• Experience imaging, configuring, deploying, troubleshooting, and maintaining laptops, mobile devices, tablets, and other end-user equipment.
• Experience supporting account administration, access requests, onboarding, offboarding, and user support workflows.
• Strong written and verbal communication skills, plus solid customer service, organizational, troubleshooting, and follow-through abilities.
• Ability to work independently, prioritize competing tasks, and support multiple users and stakeholders in a mission-focused environment.
• Ability to participate in after-hours support, maintenance windows, and outage response when required.

Technologies

• ServiceNow
• AESMP

Benefits

• Health, dental, and vision insurance
• 401K plan
• Life insurance
• Short-term disability
• Long-term disability
• Vacation time
• Holidays

Work Environment and Physical Demands

Location: Honolulu, HI / Fort Shafter. Office environment with a low noise level. CONUS day shift Monday through Friday, with potential after-hours and weekend scheduling to meet program and contract needs. Travel is less than 20%.

Physical Demands

The physical demands described here are representative of those required to perform essential functions. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential tasks.

Work Authorization / Security Clearance

U.S. Citizenship required. Active DoD Secret Clearance.

Wage Information

Target salary range: $50,000.00 - $80,000.00. This range is an estimate; final compensation depends on education, experience, skills, contract parameters, and organizational requirements.

Other Information

Note that duties and responsibilities may evolve; TekSynap reserves the right to modify role requirements. TekSynap is a drug-free workplace and may require drug screening. Some roles may require the ability to obtain security clearance; clearances are limited to U.S. citizens. Offers may be subject to investigations to verify qualifications and eligibility.

Equal Employment Opportunity

TekSynap provides equal opportunity in employment based on merit and qualifications. The company does not discriminate on protected characteristics, and this policy covers all terms, conditions, and privileges of employment.