Helpdesk Technician

Digital Consultants•Bethesda, MD

1d•Onsite

About The Position

Digital Consultants seeks a Helpdesk Technician 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 Apple devices including desktop computers, laptops, peripheral equipment, software, operating systems, and network connectivity to full operational status while delivering responsive customer support in a secure Department of Defense environment.

Requirements

Clearance: SECRET
Certifications: CompTIA Security+ or an equivalent certification required before accessing the network.
Education: High School Diploma
Experience: 1 to 2 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
Demonstrated Tier I and Tier II troubleshooting skills for desktop, laptop, peripheral, software, operating system, and connectivity issues.
Working knowledge of macOS and Windows 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.

Responsibilities

Receive technical support requests submitted by email, telephone, or service desk system; assess customer concerns, document reported issues, and manage assigned trouble tickets through resolution and closure.
Provide Tier 1–2 technical support for Apple Mac desktops and laptops, macOS, iPads, iPhones, printers, scanners, docking stations, displays, and other Apple and peripheral devices.
Troubleshoot, test, and diagnose hardware, macOS, application, account, connectivity, and peripheral issues affecting user productivity and access to organizational resources.
Perform hands-on device setup, configuration, software installation, macOS updates and upgrades, peripheral configuration, user-profile support, and other corrective actions required to restore systems to full functionality.
Deploy, configure, maintain, and support Mac workstations in accordance with established organizational standards, including device enrollment, security configuration, software installation, and endpoint management requirements.
Assist users with the standard Mac software environment and common commercial off-the-shelf applications, including Microsoft 365/Office, Adobe Creative Cloud, Citrix, Oracle, SharePoint, educational applications, and Joint Medical educational systems and programs.
Support users with Apple-specific functionality, including macOS settings, Apple ID and account-related issues, printing, file access, application permissions, display and peripheral configuration, and connectivity to enterprise resources.
Troubleshoot network and connectivity issues involving wired and wireless connections, VPN access, network shares, authentication, printers, and other enterprise services from the Mac endpoint.
Coordinate with network services, systems administrators, application development personnel, cybersecurity staff, and Mac engineering resources when incidents require escalation or cross-functional support.
Escalate unresolved, recurring, or complex incidents to the Senior Mac Engineer, or other designated technical personnel, providing complete troubleshooting history and relevant diagnostic information.
Monitor assigned incidents and work toward resolution within established service-level expectations; close trouble tickets within three business days unless required parts, repairs, software, or equipment are backlogged, and close backlogged tickets by the next business day after required items are received.
Provide clear, timely status updates to users and maintain accurate technical documentation, including troubleshooting actions, system configurations, asset information, resolutions, and ticket history.
Maintain accurate inventory and configuration information for supported Mac computers, iPads, iPhones, peripherals, and related equipment.
Follow approved cybersecurity, configuration-management, change-control, endpoint-management, and customer-service procedures when installing, configuring, troubleshooting, or supporting Mac and Apple devices.
Assist with Mac device deployment, replacement, refresh, and lifecycle activities, including preparing equipment for new users, transferring or restoring user data as authorized, configuring required applications, and preparing retired equipment for appropriate disposition.
Identify recurring Mac-related issues and contribute troubleshooting information, knowledge-base documentation, and recommendations that improve the efficiency and consistency of Tier 1–2 technical support.