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.

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 services locally and via remote support tools (such as Bomgar, Windows Remote Control)
• 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 ticket system to receive and track the trouble tickets, assign them to a technical specialist for action, and ensure that tickets are resolved, and closed out with the customer and in the system.

Qualifications

• Bachelor's degree along with five (5) years of relevant work experience in IT customer support.
• Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.
• Experience working Active Directory within an Enterprise environment (government preferred).
• Experience using Endpoint management tools, such as BigFix, Ivanti, JAMF, and SCCM.
• Significant experience supporting current operating systems - expertise should include Windows 10/11; macOS (14 and above) and/or Linux (Ubuntu preferred)
• Three (3) + years of technical support experience in Microsoft suite.
• Experience using ticketing system (preferably Service Now) for Incident Management, Request Fulfillment, Queue Management, and Problem Management. 
• Exemplary customer service and end-user equipment support skills; preferably with some experience support VIPs (MUST).  Experience working within Service Level Agreement (SLA) parameters and Key Performance Indicators (KPIs) preferred.
• Ability to obtain and maintain 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

Basic Compensation: $60,000 - $66,000 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, 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.