IT Support Specialist

Digital Consultants, LLC-posted 2 months ago
DC
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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.

  • 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.
  • 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 +).
  • 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.
  • 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.
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