Technical IT Support Specialist, Senior (Job 1411)

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. DLH is dedicated to the idea that "Your Mission is Our Passion" and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

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.

Responsibilities

The Technical Support Specialist will provide on-site support through various methods, including window walk-up, phone calls, or ServiceNow support tickets. The support will include, but not be limited to, the following tasks:

• 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.

Qualifications

• Bachelor's and 10 years of technical support experience or Associate's degree and 12 years of technical support experience or a High School and 14 years of technical support 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