IT Support Technician Level 1 (Job 1258)

DLH • Bethesda, MD

2d • $50,000 - $55,000 • Onsite

About The Position

The IT Support Technician (L1) 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

• High School diploma with a minimum of four (4) years of relevant IT or related experience; OR Associate’s degree with a minimum of two (2) years of relevant IT or related experience;
• Experience supporting current desktop and laptop computers.
• Experience supporting various operating systems – expertise should include Windows 10/11; macOS (ideally 14 or higher).
• 1+ years of technical support experience with Microsoft 365.
• Experience using a ticketing system (preferably Service Now).
• Strong customer service and end-user equipment support skills, preferably with some experience supporting VIPs.
• Provide daily onsite support at client sites within the Bethesda / Rockville, Maryland locations
• Ability to obtain and maintain a public trust clearance
• It is required that the candidate hold (or will be certified within the first 3 months of employment), one or more of the following certifications: CompTIA A+ CompTIA Linux+ JAMF Certified Tech HDI-DAST ITIL v4 Foundations Apple Certified Support Professional Microsoft IT Support Specialist, Microsoft Certified: Endpoint Administrator Associate

Nice To Haves

• ServiceNow expertise for queue management and ticket fulfillment.
• Prior experience installing and troubleshooting at least two of the following operating systems: macOS, Windows OS, Linux (BSD, Ubuntu, RedHat)
• Experience working with endpoint management tools such as JAMF, SCCM, MDM, Ivanti, or BigFix

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, troubleshooting, and assisting users with audio/video (A/V) devices within supported conference and team rooms
• 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, assigning them to a technical specialist for action, ensuring that their tickets are resolved, and closing 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
• Education Level: High school or GED