About Us
HM Strategic Consulting is a multidisciplinary advisory firm helping organizations operate securely, intelligently, and confidently in a rapidly changing world. We partner with government agencies, private companies, nonprofits, SMEs, and brands to solve complex challenges across IT, cybersecurity, operations, business strategy, brand, and marketing.
What sets us apart is how we work. We combine strategic intelligence, integrity, and hands-on execution to deliver solutions that don’t just look good on paper—but work in the real world. Our teams are trusted advisors and active partners, guiding clients from insight to implementation and measurable results.
At HM Strategic Consulting, you’ll work alongside curious, driven professionals who value clarity, collaboration, and impact. We foster a culture where ideas are respected, learning is continuous, and excellence is expected—but never at the expense of integrity or people. If you’re motivated by meaningful work, complex problem-solving, and the opportunity to help shape what’s next, you’ll feel at home here.
- IT Consulting & Technology Modernization
- Cybersecurity & Information Security
- Operational Excellence & Process Improvement
- Business & Management Consulting
- Data, Analytics & Data Warehousing
- Change Management & Organizational Transformation
- Brand Strategy, Management & Execution
- Marketing Strategy & Integrated Campaigns
Job description
As a Helpdesk Technician, you will serve as the first point of contact for our client’s business users. You will be responsible for triaging incoming requests (Tier 0) and resolving fundamental technical issues (Tier 1). This role requires a blend of technical troubleshooting and exceptional customer service, as you will work closely with the client’s internal IT shop to ensure a stable and productive technology environment.
The Ideal Candidate: You are a “people person” who happens to be great with technology. You don’t just close tickets; you solve problems for people. You understand that in a consulting environment, your attitude and reliability are just as important as your technical fix.
- Incident Management & Support (Tier 0/1) [Monitor incoming support channels (phone, email, chat, and ticketing system). Perform initial triage: categorize, prioritize, and document all user requests. Resolve "Tier 0" tasks, such as password resets, multi-factor authentication (MFA) setups, and guiding users through self-service portals. Troubleshoot "Tier 1" issues involving Windows/macOS, Microsoft 365 apps, hardware peripherals, and basic connectivity.]
- Client Relationship & Collaboration [Act as a professional liaison between the HM Strategic Consultants and the client’s internal IT staff. Provide "white-glove" service to business users, ensuring they are kept informed of the status of their requests. Escalate complex issues to Tier 2/3 consultants or the client’s internal specialists with clear, detailed documentation.]
- Documentation & Maintenance [Maintain accurate records in the Ticketing System and Knowledge Base. Assist in the deployment of new workstations and basic user onboarding/offboarding tasks. Identify recurring issues and suggest improvements to streamline support.]
Experience & Qualifications
- 1–3 years of experience in a technical support or customer service role.
- Preferred: CompTIA A+, Network+, or Microsoft Fundamentals (MS-900).
- Proficiency in Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint).
- Familiarity with Active Directory/Azure AD (Entra ID) for user management.
- Basic understanding of networking (TCP/IP, DNS, Wi-Fi troubleshooting).
- Ability to translate technical jargon into "plain English" for non-technical users.
- High level of empathy and patience.
- Strong organizational skills and the ability to manage multiple tickets simultaneously.
