Documentation Specialist Journeyman
Documentation Specialist Journeyman
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Responsibilities & Qualifications
RESPONSIBILITIES
- Develop and maintain comprehensive documentation of service desk processes procedures and performance metrics.
- Record knowledge base articles user guides and service desk response protocols to ensure consistent issue resolution.
- Generate regular reports on service desk activities SLAs ticket resolution metrics and customer feedback.
- Document call triage processes workflows and resolution paths.
- Maintain an uptodate directory of contacts and escalation points to support efficient call center operations.
- Track and document call metrics (e.g. volume average handling time) to support performance improvement initiatives.
- Develop maintain and update documentation related to deskside support activities including incident handling asset management and software installations.
- Ensure procedures for ticket processing hardware/software troubleshooting and escalation protocols are documented and distributed across teams.
- Maintain technical documents including device imaging instructions and user manuals.
- Assist in developing and maintaining continuity of operations plans focusing on IT infrastructure and operational readiness.
- Document emergency response plans backup procedures and recovery protocols for IT systems.
- Maintain versioncontrolled COOP documentation repositories and conduct periodic reviews for accuracy.
REQUIRED QUALIFICATIONS
- Experience:
- Five 5 years relevant experience
- Certifications:
- CompTIA Security
- Help Desk Institute (HDI) or A related certifications relevant
- Education:
- Bachelors degree in a relevant discipline or functional area.
- Clearance:
- Must possess a Secret clearance
Overview
We are seeking a Documentation Specialist (Journeyman) to join our team supporting DISA JSP Service Delivery.
TekSynap is a fastgrowing hightech 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 fulltime employees a competitive benefits package to include health dental vision 401K life insurance shortterm and longterm disability plans vacation time and holidays.
Visit us at www.TekSynap.
Apply now to explore jobs with us!
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.
- Locations: National Capital Region
- Type of environment: Office
- Noise level: 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
U.S. Citizen
Secret
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 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 companysponsored 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 contactfor assistance.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
