End-User IT Support & Help Desk Specialist

DLH

Bethesda (MD)

On-site

USD 70,000 - 75,000

Full time

14 days+

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Benefits offered by this job

401(k) matching

Paid time off (PTO)

Job summary

DLH seeks an Technical IT Support - Help Desk professional in Bethesda, MD to manage user accounts, troubleshoot issues, and train users on enterprise apps. The role supports COTS/GOTS software, collaborates with developers, and requires strong customer service and clear communication.

The ideal candidate is proficient with Google Workspace, Microsoft 365, and Slack, and must be able to obtain a Public Trust clearance.

Qualifications

Bachelor’s degree in Computer Science or Information Systems, with 1 year IT experience.

Responsibilities

Manage staff, contractor, and external user accounts on various applications.
Provide remote and deskside support for COTS/GOTS applications.
Diagnose and troubleshoot incidents and problems escalated from the Service Desk.
Respond to emails, messages, and requests for technical support.
Identify and recommend solutions based on user feedback.
Collaborate with developers to address issues needing UI/UX or backend changes.
Execute testing to ensure quality and performance of custom apps.
Follow SLAs to resolve incidents and fulfill requests.
Record all incident or problem details in the ITSM system.
Act as a power-user of productivity and mission-support apps.
Deliver end-user training for common and specialized workflows.
Contribute to continuous improvement of application operations.
Design and develop websites on Google Sites.
Possess or maintain a Public Trust clearance.