Sr. Help Desk Specialist

Responsibilities & Qualifications

RESPONSIBILITIES

• Serve as the Admin and Subject Matter Expert (SME) for Five9 and ServiceNow; manage configurations, troubleshoot issues, and coordinate updates
• Act as the lead liaison between Tier I staff and management
• Provide guidance and oversight to Tier I staff; communicate leadership instructions clearly and follow through on implementation
• Maintain and update Standard Operating Procedures (SOPs), knowledge base articles, and documentation for Help Desk workflows
• Oversee and manage team schedules across multiple projects to ensure proper coverage and resource alignment
• Track and submit project documentation and deployment schedules to customers
• Review daily project reports, generate summaries, and provide action items to deployment and engineering teams
• Draft and send professional follow-up communications to internal and external stakeholders in a timely manner
• Monitor and coordinate priorities across multiple ongoing and overlapping projects
• Collaborate with Tier II and engineering/network teams for escalated technical issues
• Organize and participate in readiness and project planning meetings
• Coordinate shipment of equipment and provide shipment tracking and status updates to clients
• Train new Help Desk personnel on systems, tools, and desk procedures
• Provide administrative support during customer and internal meetings
• Escalate coordination issues and risks to the PM promptly
• Provide call overflow support to Help Desk Tier I during high volume periods
• Respond to urgent requests and serve in an on-call capacity during off-hours and weekends as needed
• Provide overflow support during high call volume periods

REQUIRED QUALIFICATIONS

• Bachelor’s degree (or equivalent work experience in IT service management or help desk support) 

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  Minimum of 2 years of Help Desk experience, preferably in a remote or distributed team environment 

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  Proven experience managing or administering ServiceNow and Five9 

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  Strong proficiency in Microsoft tools: Excel, SharePoint, Outlook, PowerPoint 

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  Demonstrated ability to manage multiple concurrent tasks/projects and meet deadlines 

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  Strong organizational skills with keen attention to detail 

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  Effective written and verbal communication skills 

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  Experience with ticket escalation processes, technical troubleshooting, and customer support 

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  Ability to prioritize and adapt in a dynamic, fast-paced environment 

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  Must be a U.S. Citizen 

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  Must reside within the continental United States 

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  Must successfully pass a drug screening 

CERTIFICATIONS (or must be able to obtain withing 90 days of hire)

ServiceNow Administrator 

Five9Administrator 

ITIL v4 Foundations 

Overview

We are seeking a Sr. Help Desk Specialist to join our team supporting the Department of Veterans Affairs.

The Senior Help Desk Specialist will serve as a critical link between Help Desk Tier I staff, project management, and technical escalation teams. This role requires both operational leadership and hands-on expertise in systems administration, particularly in ServiceNow and Five9. The ideal candidate is a highly organized and proactive professional with excellent communication skills, strong ITSM knowledge, and a passion for optimizing service desk operations. 

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: Candidates must reside in one of our approved hiring states within the United States. 
• Type of environment:  Remote
• 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: Less than 10%

List of Approved States:

AL, AK, AZ, AR, CT, DE, FL, GA, ID, IN, IO, KS, KY, LA, ME, MA, MI, MS, MO, MT, NE, NV, NH, NJ, NM, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, D.C, WV, WI, WY.

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

Must be a U.S. Citizen

OTHER INFORMATION

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.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

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 [email protected] for assistance.remote #telework #linkedin

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