Desktop Support Technical Lead - Building 37
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. With over 3,200 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
- 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 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 meet deadlines as needed.
- Ability to lead/track special projects
- Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the system.
- Document steps performed for problems tasks that may recur and share these steps with co-workers.
- Provide training and guidance to junior staff.
- Perform troubleshooting and work with various groups to resolve issues
- Act as technical escalation point for other team members
- Assist Building Manager with monitoring ticket queues
Qualifications
- Bachelors and 5 years or Associates degree and 8+ years of technical support (or equivalent combination of education and experience).
- Experience with current desktop and laptop computers.
- Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (13.0 or higher); Linux (Ubuntu preferred)
- Five (5) + years of technical support experience in Microsoft suite.
- Experience using ServiceNow for incident management, problem management, and request fulfillment.
- Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
- Strong written and oral communications are required.
Desired Qualifications
- Experience supporting the National Institutes of Health
- Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
- Experience with Active Directory
- Experience with Mobile Device Management (such as MobileIron or Ivanti)
- Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
- One or more of the following certifications is desired:
- Microsoft Certified Professional
Basic Compensation: $58,000 - $67,000 yearly salary
The salary offered within this range will be based on the selected candidates’ skills, experience, education, market data, and internal parity. DLH may offer other rewards that may include performance incentives and program-specific awards. An applicant’s salary history will not be used to determine compensation.
EEO
Women, minorities, individuals with disabilities and Veterans are encouraged to apply. DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
DLH will provide a reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.
Average salary estimate
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DLH, founded in 1969 and headquartered in Atlanta, Georgia, operates as a holding company. The Company, through its subsidiaries, provides health technology-enabled business process outsourcing, training, and technical assistance, staffing support...
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