Support Analyst

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!

• 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

• 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
• Must be self-directed and driven to work with external partners and End Users

• 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

• Ability to attain Federal Government Position of Trust.
• Must be a U.S. citizen
• Must pass a background investigation.

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: $55,000.00 - $76,000.00.

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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