Technical IT Support Specialist - Staff (Job 1257)

DLH • Bethesda, MD

11h • $63,000 - $71,000

About The Position

The Desktop Technician will be providing hardware and software support to a diversified staff and end-user population. Experience supporting both the Mac and Windows OS. Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.

Requirements

• Bachelor’s and 6 years or Associate’s degree and 8+ years of application support (or equivalent combination of education and experience).
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems - expertise should include Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred).
• 5+ years of technical support experience in the Microsoft suite.
• Experience using ServiceNow for incident management, problem management, and request fulfillment
• Strong customer service and end-user equipment support skills, preferably with some experience supporting VIPs.
• Strong written and oral communication skills are required.
• Ability to gain and/or maintain a Public Trust clearance.

Nice To Haves

• Experience supporting the National Institutes of Health
• Bachelor’s degree preferred, ideally in Computer Science, Information Systems, or Social Science
• Experience with Active Directory.
• Experience with Mobile Device Management (such as MobileIron).
• Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices.
• One or more of the following certifications is desired: Apple Certified Support Professional Microsoft Certified Professional CompTIA Security+ CompTIA A+

Responsibilities

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
• Providing enhanced VIP desktop and user support service.
• Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Providing software support for users of NIH-provided applications (as identified by the task).
• Mentoring junior technicians.
• Ability to work well under pressure and meet deadlines as needed.
• Ability to lead/track special projects.
• Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the system.

Benefits

• DLH Corp offers our employees an excellent benefits package including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services, and more.
• We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component.
• DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.

What This Job Offers

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