IT Support Specialist

Digital Consultants LLC; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Digital Consultants LLC is seeking a qualified IT Support Specialist to provide Tier 2 support for a Naval Research Laboratory site in Washington, DC. You will analyze incidents, support endpoint devices, and aid Tier 1 while coordinating with Tier 3 for complex issues.

The role requires a Secret clearance with SCI eligibility, a high school diploma or GED, and DoD 8570 IAT II Certification (Security+). Physical requirements apply and the candidate must be able to work on-site in DC.

Qualifications

• Five years of specialized IT support experience and knowledge of hardware/software.
• Experience includes technical/user documentation, training, or network support.
• Clearance: Secret with ability to obtain Top Secret and SCI eligibility.

Responsibilities

• Provide Tier 2 IT support for endpoints, printers, and network devices.
• Document tasks, troubleshoot, and resolve hardware/software issues.
• Coordinate with Tier 3 for complex problems and ensure timely resolution.
• Assist Tier 1 with customer consultations and daily duties as needed.

Skills

End-user support

Documentation

Interpersonal skills

Analytical skills

Education

High School Diploma/GED

DoD 8570 IAT Level II Certification (Security+)

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 IT Support Specialist to provide Tier 2 support for our customer at the Naval Research Laboratory in Washington, DC. Provide endpoint device analysis and support services, including deployment, upgrades, systems settings, 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 more complex technical problems and will investigate elevated issues by confirming the validity of the problem and seeking solutions related to these more complex issues. If a problem is time-consuming and/or highly urgent, they are responsible for making recommendations and involving Tier 3 personnel.

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, consultative 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.
• Supports all special project deliverables, including but not limited to, system setup and integration, system design implementation, equipment inspection and evaluation, etc.
• Support Tier 1 with customer consultation, inputting information, account creations, customer recommendations, and all other daily department duties as needed.
• Provide training assistance and advisement to Tier 1 as needed.

Requirements

• Clearance: Secret, must be able to obtain a Top Secret clearance with SCI eligibility
• 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.