Desktop Support Technician (Job 1298)

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, and simulation, and more. With over 2,400 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 Support 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

• Provide hardware and software support to a diversified staff and end-user population
• Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
• Provide enhanced VIP desktop and user support service
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
• Provide software support for users of NIH-provided applications
• Use an IT ticketing system to receive and track the trouble tickets, assign them to a technical specialist for action, ensure that tickets are resolved, and close out with the customer and in the system

Qualifications

• Bachelor's degree along with at least two (2) years of relevant work experience in IT customer support, or an Associate degree with six (6) years of relevant work experience in IT customer support, or H.S. diploma with at least eight (8) years of relevant work experience
• 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
• Experience supporting various operating systems – expertise should include Windows 11 and MacOS
• 3+ years of technical support experience in the Microsoft suite
• Experience using a ticketing system (preferably Service Now)
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs (MUST)

• Must be able to obtain a Public Trust clearance

Certification Requirement:

It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:

• Foundation Certificate in IT Service Management (ITIL) v3 or higher
• MTA: Microsoft Technology Associate
• MCSA: Microsoft Certified Solutions Associate
• MSCE: Microsoft Certified Solutions Expert
• Apple Certified Associate – Mac Integration Basics (current or current -1 version)
• Apple Certified Support Professional (current or current -1 version)
• CompTIA A+ Certified Professional
• CompTIA Network+ Certified Professional
• CompTIA Security+ Certified Professional
• JAMF Certified Tech
• JAMF Certified Expert