We are seeking a Vulnerability Management Specialist to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract.
The contract provides and operates an integrated IT service desk (ITSD) and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems.
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.
RESPONSIBILITIES
- Provide end user support services for hardware and software.
- Manage and monitor all support request tickets. Track tickets until closure and update status regularly.
- Provide user support via remote computer control (RDP and SCCM)
- Provide on-site walk-up and deskside user support
- Provide basic incident evaluation, fault isolation, analysis, and troubleshooting; resolve issues if possible, or escalate to the appropriate tier and support team based on SLA requirements
- Provide file access management and restore lost or damaged files in user-accessible locations
- Create and maintain standard operating procedures (SOPs) for end users and end user support.
- Provide full account lifecycle management for Commission users using Microsoft Active Directory Domain Services
- Ensure user and computer account attributes and directory information remain up to date as changes occur.
- Capable of imaging devices to maintain a hot shelf of readily available inventory.
- Maintain a standard workstation baseline configuration image according to approved USITC secure configuration standards
- Provide technical support for client endpoints: incident analysis, fault isolation troubleshooting, and remedial/restoration actions after escalation to resolve tickets
- Maintain and enforce a software whitelist containing approved software titles and versions
- Perform software audits on client devices to ensure software license compliance and validation of approved software
- Resolve basic issues to printers, copiers, faxes, and multifunction devices such as user serviceable jams, toner replacement, and physical layer network connectivity
- Coordinate with external contractors for assets under warranty
- Perform government-approved software installations using automated remote deployment mechanisms
- Provide audio/video teleconferencing support
- Provide support for Mobile Device Management (MDM) software
- Provide support for Unified Communications as a Service (UCaaS) devices
- Knowledgeable on how to subscribe to and management patches and releases for all approved software
- Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices
- Provide Microsoft desktop whitelisting support for all approved software
- Maintain approved software for desktops, ticketing solution, printers
- Provide virus scanning and remediation services for client endpoints
- Ability to ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date
- Ability to ensure all client endpoint devices are configured with Full Disk Encryption (FDE) prior to issuance
- Provides support to end users on a variety of issues.
- Knowledge of help desk ticketing systems and Tier I and II support
- Identifies and resolves technical problems using known methods.
- Responds to calls, email and personnel request for technical support.
- Documents, tracks and monitors the problem to ensure a timely resolution.
- Knowledgeable on commonly-used concepts, practices and procedures within a particular field.
- Relies on limited experience and judgement to plan and accomplish goals.
- Work under general supervision.
REQUIRED QUALIFICATIONS
- 1-3 years of SCCM experience
- Proficiency in problem solving on technical issues
- High school diploma, technical certification or HDI Certification preferred.
- Proficiency with word processing, spreadsheets, database and other office software
- US Citizen
- Active Secret Clearance
COMPETENCIES
- 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
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: Washington, DC with occassional travel required to Sterling, VA
- Type of environment: Office
- Noise level: Low - Medium
- 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%
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 Citizen
Secret Clearance
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, 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.
