Desktop Support Technician (Job 904)

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, simulation, and more. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

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.

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 to meet deadlines as needed.
• Using an IT ticket system, responsible for receiving and tracking the trouble tickets, assign them to a technical specialist for action and ensures that their tickets are resolved, and closing out with the customer and in the system.

Qualifications

• Bachelors and 2 years or Associates degree and 4 years of technical support
• Experience in current desktop and laptop computers.
• Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher).- 3 years of technical support experience in Microsoft suite.
• Experience using ticketing system (preferably Service Now).
• Strong customer service and end user equipment support skills; preferably with some experience support VIPs (MUST).
• Strong written and oral communications required.
• Ability to gain and/or maintain a Public Trust clearance.

Desired Qualifications

• Experience supporting the National Institute of Health
• Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
• Bachelors and 2 years or Associates degree and 4 years of technical support (or equivalent combination of education and experience).
• 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:

Basic Compensation: $51,034-$60,755 yearly salary

The salary offered within this range will be based on the selected candidates’ skills, experience, education, market data, and internal parity. DLH may offer other rewards that may include performance incentives and program-specific awards.  An applicant’s salary history will not be used to determine compensation.

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.