Description

Leading with our people, Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job; we are a Digital family. 

Digital Consultants is seeking a qualified Customer Support Specialist to provide Tier 2 support for our customer at the Naval Research Laboratory in Washington, DC. Provide endpoint device support services, including installation, deployment, upgrades, setting accounts, troubleshooting, and resolving hardware and software issues related to desktop workstations, mobile workstations, networked and local printers, and other network-accessible devices. Tier 2 personnel are responsible for assisting Tier 1 personnel in solving basic technical problems and will investigate elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. If a problem is new and/or personnel from Tier 2 cannot determine a solution, they are responsible for elevating the issue to Tier 3.

Duties to include:

• Troubleshoot, resolve or escalate tickets that have been assigned.
• Initiate and resolve service requests/problem incidents.
• Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Using problem-solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Route support requests to product line specialists, application, or system support specialists.
• Maintains and updates records and tracking databases including the service desk ticketing system.
• Support all special projects. Ex. office moves, printer/scanner refresh, DONAA setup/tear down, training room set up, etc.
• Support Tier 1 with answering calls, inputting tickets, account creation, password resets, and all other daily duties as needed.
• Provide training assistance to Tier 1.
• Alerts management to recurring problems and patterns of problems.
• Works with system administrators and developers to ensure services/incidents are completed.
• Follows-up with customers to ensure issue resolution.
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels.

Requirements

•  Clearance: Secret
• Education: High School Diploma/GED
• Certification: DoD 8570 IAT Level II Certification (Security )

Experience:

• Minimum of five (5) years of specialized experience and knowledge of hardware, software, information assurance or business analytical support.
• Experience must include at least two of the following areas: technical and user documentation, end-user training, network support, information assurance, or general administrative support.
• Must possess good interpersonal, communication, and analytical skills. 
• Physical: The candidate, with or without reasonable accommodation, must physically be able to sit or stand for extended periods of time; lift objects up to 20 pounds; and requires frequent physical hand dexterity and repetitive movements.

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to recruiting@digitalconsultants.org or call 571-306-3444. Please provide your contact information and let us know how we can assist you.