Helpdesk Technician

About the role

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

Responsibilities

• Receive trouble calls submitted by email or telephone, listen to customer concerns, document each issue, and manage the associated trouble ticket through closure.
• Troubleshoot, test, and diagnose Dell desktops and laptops, Apple desktops and laptops, iPads, iPhones, printers, scanners, and other peripheral devices.
• Identify and resolve hardware, software, operating system, application, and network-interface problems affecting user productivity or connectivity.
• Perform hands-on updates, upgrades, installations, configuration changes, peripheral setup, and other corrective actions required to restore equipment to full functionality.
• Assist users with the standard software load and common commercial off-the-shelf applications, including Microsoft Office, Adobe Creative Cloud, Citrix, Oracle, SharePoint, Macintosh operating systems, educational software, and Joint Medical educational systems and programs.
• Coordinate with network services, software systems, and application development personnel when an issue requires escalation or cross-functional support.
• Escalate unresolved or complex incidents to the Junior Network Administrator, Senior Network Administrator, or Mac Engineers, as appropriate.
• Close trouble tickets within three business days unless required parts, repairs, software, or equipment are backlogged; close backlogged tickets by the next business day after required items are received.
• Provide clear status updates to users and maintain accurate technical, configuration, asset, and ticket documentation.
• Follow approved cybersecurity, configuration-management, and customer-service procedures while performing all support activities.

Requirements

• Demonstrated Tier I and Tier II troubleshooting skills for desktop, laptop, peripheral, software, operating system, and connectivity issues.
• Working knowledge of Windows and macOS 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.
• NAC suitability required for all contractor staff; CAC eligible.
• CompTIA Security+ or an equivalent certification required before accessing the network.
• Associate degree in IT or related discipline; two additional years of relevant experience may substitute.
• Minimum of 3 years Tier I/II Help Desk or Desktop Support.
• Experience with 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.

Physical Requirements

• Must be able to travel to other worksites as required.
• Must be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods, with or without reasonable accommodation.
• Must be able to lift up to 40 lbs. on occasion, such as moving computers, monitors, printers, peripheral equipment, or a case of paper.

Pay

The salary range for this position is $60,000 - $73,000 depending on experience.

Benefits

• 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)