Customer Support Specialist

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

Benefits offered by this job

PTO

Group health plans

Income protection and supplemental

401(k) plan with company matching

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Pet insurance options

Employee Assistance Program (EAP)

Job summary

Digital Consultants seeks a Customer Support Specialist to provide Tier 1 endpoint support for the Naval Research Laboratory in Washington, DC. You will handle installation, deployment, upgrades, account setup, and troubleshooting for desktops, mobile workstations, printers, and networked devices, focusing on clear communication and fast problem resolution.

Requirements include Secret clearance, DoD 8570 IAT Level II (Security+), and a High School Diploma or GED; the role offers competitive pay

Qualifications

• Minimum of two years of specialized experience in hardware, software, information assurance or administrative support.
• DoD 8570 IAT Level II Certification (Security+) required.
• Secret clearance required.

Responsibilities

• Provide Tier 1 endpoint device support for desktop and mobile workstations, printers, and networked devices.
• Analyze incidents, document tasks, and guide users to resolutions.
• Coordinate with product/system specialists and maintain records for future analysis.
• Follow up with customers to ensure functionality and satisfaction.

Skills

Tier 1 support

Customer service

Communication

Analytical thinking

Documentation

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.

Digital Consultants is seeking a qualified Customer Support Specialist to provide Tier 1 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. The primary job of Tier 1 is to gather the customer’s information and determine the issue by analyzing the symptoms and identifying the underlying problem.

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. 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, Veterans status or any other protected characteristic.