Technical IT Support Specialist, Senior (Job 1381)

DLH • Baltimore, MD

23h • Onsite

About The Position

The Technical Support Specialist, Senior provides advanced IT support for Windows and Apple systems in an enterprise and research environment, troubleshooting hardware and software issues, supporting specialized scientific equipment, managing system setup and backups, and assisting users through multiple support channels while recommending solutions and promoting effective technology use.

Requirements

• Bachelor’s degree and 10 years of IT experience
• 3 years of which must be in a clinical and scientific environment.
• Knows how to use ServiceNow Ticketing software.
• Demonstrates good customer service skills.
• Adapts to evolving technologies
• Create and maintain desktop system images
• Must be able to obtain a Public Trust clearance

Responsibilities

• Provide on-site support through various methods, including window walk-up, phone calls, or ServiceNow support tickets.
• Provide tier 2 and tier 3 hardware and software support for both Windows and Apple-based personal computers in an enterprise and research environment.
• Provide specialized scientific hardware support to researchers, such as installation and troubleshooting of scientific cameras and microscopes.
• Work in a team or independently to support staff.
• Back up computers using disk-to-disk backup equipment and disk-to-network backup.
• Installing, configuring, and troubleshooting current and two generations newer of Apple Mac operating systems.
• Installing, configuring, and troubleshooting current and two generations of newer Microsoft Windows operating systems.
• Installing and configuring scientific peripherals and software in a research environment.
• Installing, configuring laptops and desktops utilizing the baseline image configuration tools and implementing the current set of software and any required specialized software as required.
• Virtual machine software installation and implementation, including VMware, Parallels for Mac, and VirtualBox.
• Using ServiceNow Ticketing software.
• Perform backups using Windows Backup for Windows servers as needed.
• Evaluate and recommend software solutions on an as-needed basis, including current over-the-counter solutions (COTS).
• Evaluate, test, and recommend hardware solutions.
• Educate staff in general computer usage and supported applications.

Benefits

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• short and long-term disability
• flexible spending accounts
• parental leave
• legal services
• 401(k) Retirement Plan
• matching component
• training
• best-in-class e-learning suite for formal and informal learning
• professional and technical certification preparation
• education assistance at accredited institutions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior