Technical IT Support Specialist - Associate (Job 1156) at DLH Corporation

Bethesda, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Dec, 25

Salary

65000.0

Posted On

16 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, IT Incident Management, Windows Support, Mac Support, ServiceNow, Ticket Management, Documentation, Troubleshooting, Quality Control, Communication, Problem Resolution, Knowledge Base Management, Remote Assistance, Lab Support, Public Trust Clearance

Industry

technology;Information and Internet

Description

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 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. Overview The Technical IT Support Specialist, Associate is responsible for providing Tier 2 IT support to end-users within the organization. This role ensures the effective resolution of technical issues across various communication channels, including phone, in-person support, and remote assistance. The specialist follows established procedures to troubleshoot and escalate IT incidents while maintaining service quality standards. Responsibilities Serves as the Tier 2 Support for the computer user community. Responds to customers via phone, in person, and through remote support channels. Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance. Record all activities within the NIH central ticket tracking system and document cases thoroughly and accurately in real time, per service standards. Document problem resolutions as knowledge records in the NIH IT Knowledge Base. Follows quality control workflow to ensure proper documentation and quality of case handling. Must coordinate communications channels during major incidents and record problem investigations in the NIH ServiceNow tracking system in a timely fashion. Support Windows and Mac computers and other endpoint devices/peripherals in a lab/scientific environment. Qualifications Education - Associate Degree Experience - 2 years minimum technical experience (if no associate degree, an additional 2 years of experience is required) Knowledge of current PC and Apple Macintosh operating systems. Must be able to obtain a Public Trust clearance Desired Qualifications Requires technical computer and customer service skills. General experience includes increasing responsibilities in information technology service management. Experience managing ticket queues and handling ticket assignments. Excellent ServiceNow skills Previous experience providing helpdesk support within NIH Basic Compensation: $60,000 - $65,000 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. EEO DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.

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Responsibilities

The Technical IT Support Specialist, Associate provides Tier 2 IT support to end-users, ensuring effective resolution of technical issues. Responsibilities include troubleshooting IT incidents, documenting activities, and supporting various endpoint devices in a lab environment.