Helpdesk Technician

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 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; its the Digital family.

Digital Consultants seeks three Helpdesk Technicians to provide on-site Tier I and Tier II help desk and desktop support to the Naval Medical Leader and Professional Development Command (NMLPDC). The role focuses on restoring desktop computers laptops Apple devices peripheral equipment software operating systems and network connectivity to full operational status while delivering responsive customer support in a secure Department of Defense environment.

Duties to include:

• Receive trouble calls submitted by email or telephone listen to customer concerns document each issue and manage the associated trouble ticket through closure.
• Troubleshoot test and diagnose Dell desktops and laptops Apple desktops and laptops iPads iPhones printers scanners and other peripheral devices.
• Identify and resolve hardware software operating system application and network-interface problems affecting user productivity or connectivity.
• Perform hands-on updates upgrades installations configuration changes peripheral setup and other corrective actions required to restore equipment to full functionality.
• Assist users with the standard software load and common commercial off-the-shelf applications including Microsoft Office Adobe Creative Cloud Citrix Oracle SharePoint Macintosh operating systems educational software and Joint Medical educational systems and programs.
• Coordinate with network services software systems and application development personnel when an issue requires escalation or cross-functional support.
• Escalate unresolved or complex incidents to the Junior Network Administrator Senior Network Administrator or Mac Engineers as appropriate.
• Close trouble tickets within three business days unless required parts repairs software or equipment are backlogged; close backlogged tickets by the next business day after required items are received.
• Provide clear status updates to users and maintain accurate technical configuration asset and ticket documentation.
• Follow approved cybersecurity configuration-management and customer-service procedures while performing all support activities.

• Demonstrated Tier I and Tier II troubleshooting skills for desktop laptop peripheral software operating system and connectivity issues.
• Working knowledge of Windows and macOS desktop environments and common enterprise productivity applications.
• Ability to install configure test update and support end-user hardware software and peripheral equipment.
• Strong customer service oral communication written communication and ticket-documentation skills.
• Ability to prioritize multiple service requests work independently and coordinate effectively with network administrators Mac engineers and Government personnel.
• Ability to work on site during the Government service period and support situational telework only when authorized by the Government.
• Clearance: NAC suitability required for all contractor staff; CAC eligible.
• Certifications: CompTIA Security or an equivalent certification required before accessing the network.
• Education: Associate degree in IT or related discipline; two additional years of relevant experience may substitute.
• Experience: Minimum of 3 years Tier I/II Help Desk or Desktop Support. Windows 10/11 macOS Microsoft 365 Outlook Adobe Acrobat Active Directory CAC/PIV support printers scanners peripherals laptops desktops iPhone/iPad support basic networking remote support tools ITSM/Ticketing systems
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation sit stand use computers and monitors and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion such as moving computers monitors printers peripheral equipment or a case of paper.

Compensation and Benefits: The salary range for this position is $60000 - 73000 depending on experience.

The company offers the following benefits to permanent full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

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 veteran status or any other protected characteristic.

We provide reasonable accommodation to individuals who require assistance at any stage of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position please email or call . Please provide your contact information so we can assist you.