Position Summary:

The candidate will provide technical assistance for an enterprise-wide and multi-agency IT program that supports application, services development, and cloud computing services. This team works collaboratively with internal federal employees, contractors, and external agencies to deliver continual support for software and system issues, as well as managing user accounts and access across multiple systems and platforms.

Responsibilities:

• Review, prioritize, and address end user support requests using JIRA, Remedy/ARS, SailPoint, ServiceNow, Microsoft Teams, and other systems
• These include, but are not limited to: User account management (Microsoft domain and others) and system access, VPN and other connectivity issues, hardware and software troubleshooting and deployment, virtualization technology; handling cross-agency coordination among both contract and Federal agencies and personnel as necessary
• Communicate and coordinate software and hardware deployment installations, engaging personnel in remote offices throughout the United States and its territories
• Support technical and security onboarding of new hires, coordinating with outside agencies to complete hardware, software & license setups in accordance with requirements
• Create, update, and distribute End User Support documentation (JIRA, Confluence, SharePoint)
• Understand and track inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders’ purchase decisions
• Analyze, compare, and make recommendations for hardware & software packages and other technologies
• Research software for compliance and certification on government systems
• Assist with facility management and security processes if in Fort Collins area

Required Qualifications:

• Technical customer service or help desk experience.
• Experience working with a ticket management or CRM system (Jira, Kace, Remedy, Cappuccino).
• Experience with ServiceNow, Snipe-IT or equivalent asset management tool
• Intermediate experience with Microsoft Office suite and Adobe Acrobat Pro
• Software, hardware, networking and VPN troubleshooting experience

Preferred Qualifications:

• Experience with and understanding of Active Directory
• Understanding of authentication certificate systems or PIV/CAC cards
• Excellent interpersonal, communication and leadership skills
• CompTIA A+, Computer Science or Information Technology education
• Proficiency with managing evolving project documentation. Confluence/Sharepoint experience is a plus
• Comfortable with and tolerant of workflow and process changes
• Ability to communicate complex technical problems to all audiences and skills
• Experience with federal government systems and regulations
• Self-starter with strong self-management skills
• Ability to organize and manage multiple priorities
• Manages and facilitates conversation between stakeholders
• Clear communication skills with multiple levels of management
• Passion and drive for learning new technologies and practices

LCAT Job Requirements:

• Ability to attain Federal Government Position of Trust.
• Must be a U.S. citizen, foreign citizen authorized to legally work in the United States or resident alien.
• Must pass a background investigation.

**Synergy prefers that all new employees be fully vaccinated against COVID-19 before their start date. Requests for exemptions and accommodation will be evaluated on a case-by-case basis.**

Synergy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information (including family medical history) or protected veteran status.