Helpdesk Technician

Digital Consultants, LLC is seeking a Helpdesk Technician to deliver on-site Tier I and Tier II help desk and desktop support in a secure Department of Defense environment for NMLPDC and Naval Medical Leader. The role includes restoring Apple devices to full operational status while providing responsive technical assistance.

Key Responsibilities

• Receive technical support requests via email, telephone, or the service desk system; assess customer needs, document reported issues, and manage trouble tickets from assignment through resolution and closure.
• Provide Tier 1–2 support for Apple Mac desktops and laptops, macOS, iPads, iPhones, printers, scanners, docking stations, displays, and other Apple or peripheral devices.
• Troubleshoot and diagnose hardware, macOS, application, account, connectivity, and peripheral issues that affect user productivity and access to organizational resources.
• Perform hands-on device setup and configuration, software installation, macOS updates and upgrades, peripheral configuration, user-profile support, and other actions needed to restore full functionality.
• Deploy, configure, maintain, and support Mac workstations in line with organizational standards, including device enrollment, security configuration, software installation, and endpoint management requirements.
• Support 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.
• Assist with Apple-specific functionality such as macOS settings, Apple ID and account-related issues, printing, file access, application permissions, display and peripheral configuration, and connectivity to enterprise resources.
• Troubleshoot wired and wireless network connectivity issues involving VPN access, network shares, authentication, printers, and other enterprise services from the Mac endpoint.
• Coordinate with network services, systems administrators, application development, cybersecurity, and Mac engineering resources when escalation or cross-functional support is required.
• Escalate unresolved, recurring, or complex incidents to the Senior Mac Engineer or other designated technical personnel, including complete troubleshooting history and relevant diagnostics.
• Monitor assigned incidents and work toward resolution within established service-level expectations; close trouble tickets within three business days unless parts, repairs, software, or equipment are backlogged, and close backlogged tickets by the next business day after required items are received.
• Provide timely status updates to users and maintain accurate technical documentation covering 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 to improve Tier 1–2 support efficiency and consistency.

Required Qualifications

• SECRET clearance.
• CompTIA Security+ or an equivalent certification required before accessing the network.
• High School Diploma.
• 1 to 2 years Tier I/II Help Desk or Desktop Support experience, including 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, and 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.
• Ability to travel to other worksites as required, and ability to sit, stand, use computers and monitors, and perform office-environment duties for extended periods, with or without reasonable accommodation.
• Ability to lift up to 40 lbs. on occasion, including moving computers, monitors, printers, peripheral equipment, or a case of paper.

Technologies

• Apple Mac desktops, Apple Mac laptops, macOS, iPads, iPhones, printers, scanners, docking stations, displays
• Microsoft 365/Office, Adobe Creative Cloud, Citrix, Oracle, SharePoint
• Apple ID, VPN, network shares, authentication, Microsoft Outlook, Adobe Acrobat
• Active Directory, CAC/PIV, Windows 10/11, remote support tools, ITSM/Ticketing systems
• Service desk system

Compensation and Benefits

Salary: $48,000 - $55,000 per year, depending on experience.

• 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)

Accommodation Notice

Digital Consultants provides reasonable accommodation to individuals who require assistance at any stage of the employment process. If you need help navigating job openings or applying, email [email protected] or call 571-306-3444. Please provide your contact information so assistance can be provided.

Location

Bethesda, MD (onsite)