User Support Specialist

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy's core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance; HSA, FSA; 401(k) with immediately vested company match; PTO/Sick Leave, 11 paid federal holidays, parental leave; tuition and training reimbursement; a referral bonus program; and life management programs.

At Synergy, you'll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven-if that sounds like you, Synergy has a position for you!

• Serve as the initial point of contact for technical support, answering questions and resolving computer-related problems for clients in person, via telephone, and electronically.
• Provide hands-on and remote assistance concerning the use of computer hardware and software, including installation, configuration, word processing, email, printing, and operating systems.
• Troubleshoot, configure, and maintain user devices and peripherals (e.g., desktops, laptops, tablets, printers, scanners, smart phones, MiFi, iPads).
• Install, configure, and maintain various COTS applications and government-approved add-on software to workstations and laptops.
• Provide user account management, including account creation, password resets, and troubleshooting user access for multiple systems, subsystems, and applications.
• Maintain clear documentation such as standard operating procedures (SOPs), user guides, security logs, and performance logs in accordance with USCG policies and regulatory requirements.
• Act as the primary POC for basic troubleshooting of network applications and hardware/software PC and printer problems, escalating tickets as necessary.
• Assist in maintaining the service desk, including opening, closing, and updating support requests in the ITSM/work order/incident automated tool (e.g., ServiceNow or Remedy).
• Respond to asset mishaps per Asset Mishap SOPs and facilitate visitor badge management and logging.
• Provide customer desk-side support in end-user and work center environments, including resolving locally system account and access management issues.
• Deliver on-call support as required, including after-hours and weekends per operational needs.
• Perform timely and accurate completion of support tickets: update tickets daily, respond within established SLAs, and ensure proper ticket assignment to appropriate teams.
• Participate in the creation and updating of client and network documentation regarding standard support processes, asset inventory, license status, and service resolutions.
• Provide user training for supported desktop systems and laptops to improve end-user proficiency.
• Support continuous improvement by providing suggestions for process innovation and technology advancement.

• Bachelor's or associate degree in Computer Science, Information Technology, Math, or a related field (or a minimum IT certification).
• In lieu of a degree, two (2) years of relevant experience may be substituted for one (1) year of education.
• Minimum of two (2) years of experience in help desk support.
• At least one (1) year must include direct experience with PC operating systems (such as Windows), networking, and e-mail standards.
• Demonstrated oral and written communication skills and a positive customer service attitude.
• Experience with ITSM tools such as Remedy or ServiceNow preferred.
• Familiarity with standard Windows desktop applications, directory services, and enterprise email systems.
• Proven ability to create and update technical documentation (SOPs, user guides, security and performance logs).
• Ability to obtain and maintain a favorable Tier 1 background investigation (suitability determination) for unclassified government systems.

• Knowledge of compliance standards and regulations relevant to Federal IT, including section 508 accessibility, DHS and USCG cybersecurity policies, and ITSM best practices.
• Experience supporting or administering additional enterprise systems (Active Directory, remote desktop, mobile device management).
• Previous experience with ticket response and asset management processes in a federal environment.

• Position requires on-site support during USCG established core business hours (6:00 a.m. to 6:00 p.m. EST), with flexibility for on-call and after-hours coverage as required to ensure operational continuity.
• Must strictly adhere to all security, privacy, and confidentiality protocols.
• Successful candidates will undergo background screening and, as applicable, credentialing per DHS/USCG requirements.

• U.S. citizenshiprequired

• Must be able to obtain aDoD Public Trust Clearance.

Compensation for roles at Synergy varies depending on a wide variety of factors including but not limited to the requirements of the role; education and certifications; knowledge, training, skills and abilities; level of experience; geographic location; and alignment with market data, law, and other business and organizational needs.As required by local law, the posted pay range represents the lowest to the highest pay that Synergy believes in good faith it might pay for this particular job, depending on the circumstances. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current pay range is: $20 - $24 per hour

Essential Job Function Physical Requirements: The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines.

To a reduced degree, <30% of the time, candidates may have to stand, walk, lift 0-30 pounds, push or pull objects, climb stairs, bend, squat, reach, drive a car, or work overtime.

Synergy is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline and termination.

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