Customer Support Specialist

Digital Consultants LLC; Washington (District of Columbia); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Group health plans

401(k) plan with company matching

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Paid Time Off

Job summary

Digital Consultants LLC is seeking a qualified IT professional in the Washington, DC area to analyze and resolve computer system incidents, maintain detailed documentation, and liaise with product and system support teams. The role requires a Secret clearance, a high school diploma or GED, and DoD 8570 IAT Level II (Security+) certification.

Expect a comprehensive benefits package and growth opportunities. The position emphasizes independent problem-solving, strong communication, and

Qualifications

• Requires DoD 8570 IAT Level II Certification (Security+)
• Minimum two years of specialized experience in hardware, software, information assurance, or business analytical support
• Good interpersonal, communication, and analytical abilities

Responsibilities

• Analyze and develop creative solutions for computer system incidents.
• Initiate documentation and record-keeping for all tasks and deliverables.
• Consult with user community to determine specifications and address opportunities via phone or self-service submissions.
• Diagnose, identify, isolate, analyze, and solve problems using a holistic approach.
• Serve as liaison for requests to product line or system support specialists.
• Maintain and update records and tracking databases for future analysis and design.
• Analyze root causes of recurring problems and propose effective solutions.
• Collaborate with system administrators/developers to ensure project deliverables are completed properly.
• Follow up with customers to ensure functionality and efficiency.
• Provide outstanding professional services across organizational levels.

Skills

Interpersonal skills

Communication skills

Analytical skills

Documentation skills

Education

High School Diploma/GED

Job description

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.

Duties To Include

• Analyze and develop creative solutions for computer system incidents.
• Initiate documentation and record-keeping for all project tasks and assigned deliverables.
• Consult with the user community to determine system user specifications, understand technical problems, and answer/address areas of opportunity by telephone or self-service submission of information in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Using independent judgement and problem-solving skills, diagnose, identify, isolate, analyze, and solve problems utilizing a holistic approach.
• Facilitate and serve as a liaison for requests to product line specialists, application, or system support specialists.
• Maintains and updates accurate records and tracking databases for use in future system analysis and design specifications.
• Analyzes root cause of recurring problems or abnormal patterns and offers recommendations on effective and efficient solutions.
• Partners with system administrators/developers and provides input and recommendations to ensure services and project deliverables are completed properly.
• Follows-up with customers to ensure functionality and efficiency.
• Provides outstanding, professional services 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 two (2) 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; require frequent physical hand dexterity and repetitive movements.

Compensation and Benefits:

The salary range for this position is $60,000 - $65,000 annually, depending on qualifications, experience, etc.

• 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, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process.