Senior Desktop Support Technician (Job 1484) at DLH Corporation

Job description

About Us 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 Sr Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs. The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment. Responsibilities Provide tier 2/3 helpdesk support and resolution for all users with hardware, software, and application problems utilizing available tools while following policies and procedures for the handling of support cases. Perform the core IT support duties in accordance with industry best practices related to IT Service Management (ITSM). Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA. Provide installation and configuration of mobile [devices] as approved by the Agency, including maintaining MDM compliance. Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix. Configure new computers per NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems. Support NIA NIH IRP-specific software, such as but not limited to citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators. Create, delete, and manage user accounts in Active Directory; conduct user data restoration from enterprise backup; perform general help desk tasks. Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams Supports a mission-driven environment focused on biomedical and aging research Participates in team-based support operations and continuous service improvement initiatives Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field with a minimum of 5 years of experience in IT support, help desk, or desktop support roles, or a high school diploma with 7+ years of relevant experience. One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate Valid state driver’s license Ability to travel between local locations Knowledge of all Windows and Macintosh operating systems and workstations using Linux and Unix Knowledge of network protocols and cabling technologies Knowledge of federal information technology policies and regulations Familiarity with Active Directory, account management, and endpoint support Experience with ticketing systems and IT service management processes Strong customer service and communication skills Ability to troubleshoot technical issues in both onsite and remote environments Ability to prioritize tasks and manage multiple support requests effectively Must be able to obtain a Public Trust clearance Preferred Qualifications Experience within NIH, HHS, or other federal environments Familiarity with ServiceNow or similar ITSM platforms Basic understanding of cybersecurity best practices and endpoint security tools Experience supporting mobile devices and enterprise collaboration platforms Knowledge of IT asset management and hardware lifecycle support Basic Compensation: $78,860 - $88,725 yearly salary The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law. Benefits DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, disability coverage, flexible spending accounts, 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. EEO DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply. DLH is committed to maintaining a fair and authentic interview process

Requirements

Must-haves

The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment.
Provide tier 2/3 helpdesk support and resolution for all users with hardware, software, and application problems utilizing available tools while following policies and procedures for the handling of support cases.
Perform the core IT support duties in accordance with industry best practices related to IT Service Management (ITSM).
Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA.
Provide installation and configuration of mobile [devices] as approved by the Agency, including maintaining MDM compliance.
Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix.
Configure new computers per NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems.
Support NIA NIH IRP-specific software, such as but not limited to citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.
Create, delete, and manage user accounts in Active Directory; conduct user data restoration from enterprise backup; perform general help desk tasks.
Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams
Supports a mission-driven environment focused on biomedical and aging research
Participates in team-based support operations and continuous service improvement initiatives
Valid state driver’s license
Ability to travel between local locations
Knowledge of all Windows and Macintosh operating systems and workstations using Linux and Unix
Knowledge of network protocols and cabling technologies
Knowledge of federal information technology policies and regulations
Familiarity with Active Directory, account management, and endpoint support
Experience with ticketing systems and IT service management processes

Nice-to-haves

Experience within NIH, HHS, or other federal environments
Familiarity with ServiceNow or similar ITSM platforms
Basic understanding of cybersecurity best practices and endpoint security tools
Experience supporting mobile devices and enterprise collaboration platforms
Knowledge of IT asset management and hardware lifecycle support

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto