Desktop Support Technician (Job 1298)

DLH • Bethesda, MD

4d

About The Position

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.

Requirements

• 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
• 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

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level