Technical IT Support Specialist - Staff (Job 1406)

DLH•Bethesda, MD

6d•Onsite

About The Position

The IT Support Specialist is responsible for delivering high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands-on and remote support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist serves as a key point of contact for resolving technical issues, managing service requests through a ticketing system, and supporting organizational IT initiatives and special projects.

Requirements

Bachelor's and 4 years or Associate's degree and 6+ years of technical support or a HS diploma with 8+ years of relative 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)
3+ years of technical support experience in 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 communications 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 or Ivanti)
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).
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 ticketing system.