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Desktop Support Technician 2
| Company | DLH |
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| Location | North Bethesda, MD, USA |
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| Salary | $63908 – $71820 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Associate’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Bachelors and 4 years or Associates degree and 6+ 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 (ideally 14 or higher); Linux (Ubuntu preferred)
- 3+ 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
- Ability to gain and/or maintain a Public Trust clearance
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 ticketing system
Preferred Qualifications
- Bachelors and 4 years or Associates degree and 6+ years of technical support (or equivalent combination of education and experience)
- Experience supporting the National Institutes of Health
- 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: Apple Certified Support Professional, Microsoft Certified Professional, CompTIA A+, CompTIA Security+
