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Help Desk Support Technician

About the Company

Tampa, Florida (On-Site)

Job Type


Consensus Solutions, LLC is a small 8(a) certified business headquartered in the Washington, DC Metropolitan Region. We are committed to providing innovative, industry leading solutions that are right sized to meet our clients’ unique challenges and needs, particularly in the delivery of healthcare services, Information Technology (IT), and business process design and re-engineering. Our work is guided by a dedication to integrity, excellence, and reliable client service and we pride ourselves on the reputation we are building as a premier solutions provider to the Federal Government. Our continued success is dependent on building a team of employees who are creative, dedicated, collaborative, and take pride in their work. We are currently seeking highly motivated and skilled individuals to join our team and engage in exciting new opportunities with a growing company.

About the Role

Consensus Solutions, LLC is looking for a Help Desk Support Technician to provide Tier II help desk in support of a Military Treatment Facility (MTF) campus (this position is contingent upon contract award). Candidate must have demonstrated extensive knowledge, competencies, technical skills, and abilities to support the configuration, maintenance and operations of network infrastructure and functional systems components, hardware and software on a large MTF campus.

  • Network and Functional Systems Administration Engineering Support environment includes, but not limited to, all network components (routers, switches, wireless access points, cabling, etc.) and a sundry of office automation, clinical and business applications and systems (stand-alone servers, virtual servers, Storage Area Networks, etc.) in a primarily MS Windows Operating System environment.

  • Information Technology Support environment includes, but not limited to, end user devices such as desktop, tablet and laptop workstations (primarily utilizing Windows 7/Windows 10), monitors and display devices, printers, scanners and multi-function devices and a sundry of office automation, clinical and business applications and systems


  • Provide corrective action and diagnose problems through phone, electronic communication and in-person support.

  • Provides technical support to end users on a variety computer, software, printer, web, and mobile device related issues.

  • Identify, research, and resolves technical problems. Respond to telephone calls, email and personnel requests for technical support.

  • Document, track, and monitor problems to ensure a timely resolution though the DHA approved ticketing system.

  • Provide Tier II support to end users for either Personal Computer (PC), server, or applications and hardware.

  • Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.

  • Simulate or recreates user problems to resolve operating difficulties.

  • Recommend systems modifications to reduce current and future user problems.

  • Interact with the DHA ServiceNow & AFNET Remedy Trouble Ticketing system to documents issues and resolutions.

  • Provide support for Video Teleconferencing program.

  • Maintain/troubleshoot Network Connectivity issues.

  • Support DHA Global Service Center with installing, maintaining and securing clinical workstations with the DHA Standard Desktop Image. Install and configure PC-based medical application client software.

  • Perform basic PC hardware troubleshooting.

  • Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff.

  • Provide support in installation of clinical end user devices, network devices, and peripheral devices.

  • Assist Tier III teams with installing medical applications and servers.

  • Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers.

  • Provide support in maintenance of business continuity and disaster recovery program.

  • Provide support in LAN/WAN/PC/Server-related security program.

  • Support MTF with Video Teleconferencing program.

  • Manage functional application of an automated call distribution system.

  • Maintain library of current scripts, software media, and licenses.

  • Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices.

  • Provide support in network upgrade and expansion as needed.

  • Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network, IT Shared Services, and MTF hosted medical applications/servers:

  • Assist Tier III teams in applying software updates, security patches and DISA STIGs

  • Assist Tier III teams with mitigating vulnerabilities

  • Complete and maintain currency of required training



  • Minimum of CompTIA Security + certification

  • Professionally certified in a related discipline and maintain currency on new technologies and/or applications to support technology operations, requirements and systems integration.

Education and Experience

  • Bachelor’s Degree or at least 4 years of required experience with a H.S. Diploma.

  • Minimum 4 years' total relevant technical experience.

  • Minimum 2 years' hands-on DHA ServiceNow and AFNET Remedy Trouble Ticketing experience.

  • DHA/MHS experience.

Required Skills and Qualifications

  • Must have demonstrated extensive knowledge, competencies, technical skills, and abilities to support the configuration, maintenance and operations of network infrastructure and functional systems components, hardware and software on a large MTF campus.

  • Communicate effectively, both verbally and written, in English.

  • Ability to apply expertise on multiple, complex work assignments and use originality and innovation where needed in determining how to accomplish tasks

  • Demonstrated ability to lift up to 40 pounds.

  • May be required to travel to campus and/or partner facilities via privately owned conveyance as part of official duties.

  • Strong analytical, problem-solving, facilitation, and communication skills, including written, verbal, and interpersonal, with the ability to explain technical concepts to variety of audiences.

  • Strong attention to detail.

  • Self-starter able to work independently and within a team.

  • Ability to prioritize and manage multiple tasks concurrently.

  • Ability to pass a government clearance/criminal background check.LOCATION: Tampa, FL


CONTINGENCY: Pending Contract Award

TRAVEL REQUIRED: Yes (Minimal Travel Expected)




Consensus Solutions is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Consensus Solutions offers competitive compensation and benefits (e.g., Paid Time Off; health, dental, and vision insurance; and retirement plans) as well as great long-term career opportunities.

To apply for this position please email your resume to:


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