Help Desk Technician Tier II (Job 1383)

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

• Bachelor’s degree, or an Associate degree with two (2) years of relevant work experience in IT customer support, or H.S. diploma with at least four (4) years of relevant work experience.
• 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.