Join TekSynap and discover the exciting employment opportunities in support of upcoming opportunities at the Nuclear Regulatory Commission (NRC) Headquarters in Rockville, MD. We are seeking candidates with broad IT experience to support NRC’s IT Service Desk (Tier 1 Call Center and Tier 2 Deskside Support).
Primary location is at NRC Headquarters in Rockville, MD with additional support at NRC major locations (Regional Offices) in King of Prussia, Pennsylvania (Region I); Atlanta, Georgia (Region II); Lisle, Illinois (Region III); Arlington, Texas (Region IV); and a Technical Training Center (TTC) in Chattanooga, Tennessee.
Email your contact information to Jacob Nelson, Jacob.Nelson@TekSynap.com to receive details. We look forward to engaging with you!
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. Check out the “Employee Benefits Summary” link to learn about our Employee Learning Program, $5,000 Vacation Award, and other benefits.
Why We Are Different
Our leadership, our people and our approach. We are committed to:
YOUR IDEAS MATTER... INNOVATION IS IMPORTANT... CREATIVITY IS VALUED...
We believe that when employees feel valued and appreciated by their company, it inspires positive outcomes: higher engagement, job satisfaction, professional growth, and increased self-worth. We’re proud to offer robust benefits and a culture that supports personal growth and learning. It takes a strong, dedicated, and united team to help us achieve big goals and grow our business.
TekSynap is committed to industry best practices and standards and has attained Capability Maturity Model Integration (CMMI)-SVC L5 and CMMI-DEV L3 certifications, as well as ISO 9001:2015, ISO 20000:2018, ISO 27001:2013 registration, we offer the process maturity necessary to successfully deliver on the NESDIS NIIS-II requirements. TekSynap has leveraged these processes as a premier small business prime contractor on Civilian and Department of Defense (DoD) scientific and regulatory mission critical programs. This includes providing core IT services to the Nuclear Regulatory Commission (NRC) for Systems, Networks, and Cross Cutting (SNCC) services ($64M), managing a single award IT support and cybersecurity services contract for the Defense Threat Reduction Agency (DTRA) ($435M), and performing on 46 different TOs in support of the Defense Logistics Agency J6 Enterprise Technology Services (DLA JETS) ($145M). Our experience successfully leading projects of similar size, scope, and complexity provides the needed assurance of proven successful techniques and mature processes to achieve USCIS program objectives and Service Level Agreements (SLAs).
NRC GLINDA (GLobal INfrastructure and Development Acquisition)
TekSynap is the prime contractor leading a high-quality team providing core network, security, and system administration services across a broad set of integrated end-to-end IT services for the Nuclear Regulatory Commission’s (NRC’s) enterprise. Our Systems Network and Related Cross Cutting (SNCC) call order is the largest under GLobal INfrasctructure and Development Acquisition (GLINDA), a 10-year $679M Multiple Award Blanket Purchase Agreement (BPA). This $125.5m BPA call order provides cross-cutting, tier 3 infrastructure, and architecture and engineering services for the NRC.
Work covers 11 task areas; and include the following services:
- Cross-cutting services (architecture and engineering, system network and security design and planning, new technology development and deployment, delivery management, asset and resource tracking, Tier 3 event and issue support)
- Systems and database administration
- Compute and storage Management
- Network Management
- Identity, Credential, and Access Management
- Data Center Operations Management
- Disaster Recovery and Continuity of Operations Management
- Security Engineering Support
- Cloud Facilitation Services
During the life of this TO, TekSynap has successfully transitioned the existing support activities from the incumbent with no interruption in service quality. We identified immediate opportunities for service improvement and improved the efficiency and effectiveness of the support for the enterprise services. We have performed an incremental transformation of the services, resources, and processes over time as an embedded function of its ongoing support. In addition, we have modernized the NRC’s infrastructure and we have introduced and transitioned services to an Azure cloud environment supporting this migration in a hybrid, on prem and cloud enterprise. We continue to help the NRC to increasingly leverage cloud services, reducing operation costs, increasing the resiliency and redundancy of NRC enterprise services. The result is increased service uptime and improved customer reachability from the regional sites.
Under SNCC we have received CPARS with “Exceptional” ratings in almost every service category, and we have maintained 100% SLR and deliverable performance since the program’s inception. TekSynap’s exceptional support had led to 2 contract extensions. Our most recent contract extension included a Period of Performance (PoP) increase of an additional 2.5 years, a first for an NRC GLINDA program.
DTRA ITSS (Information Technology Support Services)
TekSynap’s DTRA IT Support Services (ITSS) contract is a single award $435M IDIQ with six active tasks valued at $187.3M. The contract supports IT provisioning and operations; cybersecurity; application test, transition, and integration support; IT support; and research and development for the enterprise and 5,000 worldwide end-users. TekSynap provides technical implementation and Operations and Maintenance (O&M) across NIPRNet, SIPRNet, and JWICS networks, with staff support of environments from unclassified through TS/SCI. Our ITSS contract is responsible for all mission and administrative technical infrastructure necessary to provide computing resources for the agency, with particular strength in IT Help Desk Tiers 0-3; Network, Database, and Systems Administration; Information Security and Assurance; Asset and Knowledge Management; Configuration Management; Enterprise Services; and SLA Management. TekSynap provides support for our DTRA customer in more than 100 countries across the globe. The team manages the Network Operations and Security Center (NOSC) and a 24x7x365 Service Desk with Tier 0–3 support. This includes implementing a “single pane of glass” Cloud Management Platform and IT services dashboard to facilitate end-user responsiveness and senior-leader situational awareness. On-site staff provide day-to-day operations support for Tier 1 through 3 operations, which includes Service Desk, System Administration, and Network Engineering, along with basic cabling, desktop (install, update, upgrade), LAN/WAN support, VoIP support, and troubleshooting hardware/software issues. TekSynap’s team provides cloud management, planning for the integration and management of cloud capabilities that become a part of the DTRA IT enterprise.
DLA JETS (J6 Enterprise Technology Services)
JETS provides the full range of IT services, technical and management expertise that support infrastructure, systems, applications, and software across the DLA IT Enterprise. The DLA contract supports over 20 IT Task areas including enterprise services and technology evaluation, stakeholder engagement and customer support, IT systems engineering, enterprise architecture support, operational and field systems support, enterprise data, and cybersecurity and Information Assurance (IA). TekSynap has been awarded 46 Task Orders valued at over $145M.
TekSynap’s DLA JETS Enterprise Service Delivery (ESD) Task is a $33M TO supporting 43,000 users in all 50 states as well as 28 countries worldwide. We provide end-to-end solutions for customer-facing desktop support, active directory, Windows/system administration, local network management application support, software delivery functions, and IT Equipment Accountability. We perform comprehensive Network O&M, including monitoring, tracking, and analyzing network performance and usage, performing assessments for capacity planning, and using data capture, analysis, and diagnosis to prevent, respond to, and resolve network problems. We develop, implement, and utilize Customer Relationship Management (CRM) to assist DLA to better understand and successfully meet its customers’ needs. The team manages all user-facing activities to deliver contiguous, end-to-end support through a Single Point of Entry (SPOE) capability for DLA’s user community. The CRM relates customer information through a variety of sources, including email, websites, live web chat, test, and a centrally managed Service Desk call center (24x7x365 with Tier 0–3 support). Other avenues of communication include Virtual Agent, End-User IT support, Self Service Portals and Applications, and a Tier-0 Self-Service portal supported by AI to help users self-resolve issues. Team developed and implemented an integrated, centrally managed CRM solution that focuses on customer support and problem resolution across the DLA enterprise at the lowest level possible. This included creating new Knowledge Base Articles (KBAs) and SOPs, revalidation of priority levels, and input from Tier 3 teams to ensure mandatory fields are included in tickets. Improvements produced results – when the team started, they had 50,000 contacts per month, reduced to 45,000 within 2 months, and predicted to trend downward to 25,000 by the end of the base period. The team is providing additional value through implementation of AI and other advanced technologies. Our delivery utilizes a highly innovative IPsoft platform. IPsoft Amelia is a cognitive, artificial intelligence driven virtual agent that does more than just recognize keywords and user questions – she observes, learns, understands, and grows her skills over time.