IT Support Specialist (Job 1353)

DLH•Baltimore, MD

10d•Hybrid

About The Position

The IT Support Specialist provides software and hardware technical support to a clinical research field-based investigation using Mobile Research Vehicles (MRVs). Strong customer service and communication skills are key as this role involves heavy face to face customer support. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs. The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment.

Requirements

Bachelor’s degree and 3+ years experience or Associate’s degree and 5+ years experience (or equivalent experience)
Minimum of 2 years experience in field-based operations in a biomedical research environment
Strong customer service, communication, and end user equipment support skills; preferably with some experience support VIPs - a must
Experience troubleshooting Windows operating systems and Microsoft 365 applications
Familiarity with Active Directory, account management, and endpoint support
Experience with ticketing systems and IT service management processes
Ability to troubleshoot technical issues in both onsite and remote environments
Ability to prioritize tasks and manage multiple support requests effectively
Must be able to obtain a Public Trust clearance
Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams
Supports a mission-driven environment focused on biomedical and aging research
Participates in team-based support operations and continuous service improvement initiatives

Nice To Haves

Bachelor’s degree preferred, ideally in Information Technology, Computer Science, or related field
One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate.
Experience within NIH, HHS, or other federal environments
Familiarity with ServiceNow or similar ITSM platforms
Experience supporting hybrid or remote workforce environments
Basic understanding of cybersecurity best practices and endpoint security tools
Experience supporting mobile devices and enterprise collaboration platforms
Knowledge of IT asset management and hardware lifecycle support

Responsibilities

Contact vendors for telephone service, internet service, and backup internet service to determine whether service is available at the next scheduled site.
Work with Federal agencies through which services must be procured to schedule installation.
Inspect the availability of telephone and internet services to ensure their availability before the arrival of the MRVs and verify or confirm vendor claims for service availability.
Backup and shut down all IT-related services and remove equipment from MRVs before each MRV moves to the next site.
Coordinate work with various logistic teams, provide IT and communications support and assistance to field staff, and ensure the site is prepared for network and telecommunications connections.
Establish and test telephone and network communications for each MRV.
Reinstall IT-related equipment and re-establish required telephone and network services.
Test all connections to ensure functionality.
Monitor and manage services until the next move of MRV.
Serve as a point of contact for telephone and network services; work with service providers and other outside vendors to ensure dependable operations; and take primary responsibility for managing repairs by service providers.
Maintain wireless access points, DSL, cable router, and network switches on MRV to ensure all service are operating at levels required for daily operations.
Recommend and implement procedures and necessary equipment when repairs or replacement is required.
Initiate repairs as soon as possible when breakdowns are noted.
Manage servers (Linux, Windows) on the MRV and the local area network on the MRV, including a secure wireless network.
Create, perform, and validate backups of data collected by MRV technologists (e.g., DXA, EKG).
Every day before the MRV tour of duty, check integrity of systems to ensure that hardware (server, router, printers, and wireless network access) and software (database server, web server, and image data server) on the MRV are performing nominally.
Coordinate repairs if they are required even when it is necessary to travel to the MRV to do so.
On-call whenever the MRVs are operational, including weekends. MRV operates approximately two (2) weekends a month.