IT Support Specialist

Digital Consultants, LLC•Naval Research Laboratory 4555 Overlook Ave, SW, DC

22d•Onsite

About The Position

Digital Consultants is seeking an IT Support Specialist to provide Tier 2 support to a customer at the Naval Research Laboratory in Washington, DC. The role provides endpoint device analysis and support, including deployment, upgrades, system settings, and troubleshooting hardware and software issues involving desktop and mobile workstations, local and networked printers, and other network-accessible devices. Tier 2 staff assist Tier 1 with complex technical problems, validate and investigate escalated issues, seek solutions, and recommend involving Tier 3 when a problem is highly urgent or time-consuming. The position also involves consulting with users, diagnosing and resolving technical issues, documenting work, maintaining tracking records, analyzing recurring problems, coordinating with specialists and system administrators, following up with customers, and supporting special projects and Tier 1 operations. The candidate must hold a Secret clearance and be able to obtain a Top Secret clearance with SCI eligibility.

Requirements

High school diploma or GED.
DoD 8570 IAT Level II certification (Security+).
Minimum of five years of specialized experience and knowledge in hardware, software, information assurance, or business analytical support.
Experience in at least two of the following areas: technical and user documentation, end-user training, network support, information assurance, or general administrative support.
Must hold a Secret clearance and be able to obtain a Top Secret clearance with SCI eligibility.
Good interpersonal, communication, and analytical skills.
Ability, with or without reasonable accommodation, to sit or stand for extended periods, lift objects up to 20 pounds, and perform frequent hand dexterity and repetitive movements.

Responsibilities

Analyze computer system incidents and develop solutions.
Document and maintain records for project tasks and assigned deliverables.
Consult with users to determine specifications, understand technical problems, and address support needs involving hardware, software, networks, system and application access, and telecommunications.
Diagnose, identify, isolate, analyze, and resolve problems using independent judgment and a consultative approach.
Coordinate requests with product line, application, and system support specialists.
Maintain accurate records and tracking databases for future system analysis and design specifications.
Analyze root causes of recurring problems or abnormal patterns and recommend effective solutions.
Partner with system administrators and developers, providing input and recommendations to support proper completion of services and deliverables.
Follow up with customers to ensure functionality and efficiency.
Provide professional service across organizational levels.
Support special project deliverables, including system setup and integration, system design implementation, and equipment inspection and evaluation.
Support Tier 1 with customer consultation, information entry, account creation, recommendations, and other daily duties as needed.
Provide training assistance and advisement to Tier 1.
Provide Tier 2 endpoint support, including deployment, upgrades, settings, and troubleshooting hardware and software issues.
Assist Tier 1 personnel with complex technical problems; investigate escalated issues and recommend Tier 3 involvement when appropriate.