Customer Support Specialist

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 Customer Support Specialist to provide Tier 1 support for our customer at the Naval Research Laboratory in Washington, DC. Provide endpoint device support services, including installation, deployment, upgrades, setting accounts, troubleshooting and resolving hardware and software issues related to desktop workstations, mobile workstations, networked and local printers and other network accessible devices. The primary job of Tier 1 is to gather the customer’s information and determine the issue by analyzing the symptoms and identifying the underlying problem.

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 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.