Major Incident Response Technician

Responsibilities & Qualifications

RESPONSIBILITIES

The Major Incident Response Technician is accountable for the full lifecycle of incident management.

• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.

• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

• Incident Management: Proactively identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.

• Triage & Coordination: Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.

• Incident Communication: Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams. Maintain clear and consistent communication with all stakeholders, including government leadership, providing timely status updates from inception to resolution.

• Situational Awareness: Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate Government communication and command structures. Problem Resolution Drive the investigation and resolution process for all incidents. Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.

REQUIRED QUALIFICATIONS

• Active Secret clearance.

• Active CompTIA Security+ certification.

• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, business/finance, or an applicable training certificate from an accredited training institution.

• Education and experience requirements may be substituted with: 1.) A bachelor’s degree (in subjects described above) and 4 years' general experience of which at least 2 years must be specialized experience. 2.) No degree and 8 years' general experience of which at least 6 years is specialized experience.

• 5+ years’ relevant experience, of which at least 3 years must be specialized. Specialized experience includes knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards and work on a help desk. General experience includes information systems development and other work in the client/server field, or related fields.

• A minimum of 2 years' work experience within a Department of Defense (DoD) environment.

• A strong, foundational understanding of network equipment, architecture, and capabilities.

• Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly while maintaining a positive customer service attitude.

• Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.

Overview

We are seeking a Major Incident Response Technician to join our team supporting at Joint Base Andrews, MD. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are IT Operations and Maintenance; Plans, Projects, and Engineering and National Military Command Center (NMCC).

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 utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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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: Joint Base Andrews, MD

• Type of environment: Office

• Noise level: Medium

• Work schedule: This position requires on-site presence for a swing shift, 2:00 - 10:30 PM, Tuesday - Saturday. An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:00 AM - 3:30 PM, Monday - Friday) before transitioning to the assigned swing shift.

• 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 grip, handle, or feel; reach with hands and arms; and talk or 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

• Ability to obtain and maintain required government security clearance

WAGE INFORMATION

Target salary range: $60,000.00 - $75,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

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.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

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.

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Job Locations US-MD-Andrews Air Force Base

ID 2026-9645

Category Technical Support/Help Desk

Type Regular Full-Time