IT Deployment & VIP Support Technician

DLH

Rockville (MD)

On-site

USD 28,000 - 32,000

Full time

14 days+

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Benefits offered by this job

PTO

Medical, dental, vision

401(k) matching

Training and certification support

Job summary

DLH is seeking a Hardware Deployment Team Specialist to image, configure, deliver, and deploy Dell laptops and Apple MacBook Pro computers at NIH and Shady Grove offices. You will provide high-quality desk-side and remote IT support, ensuring secure configuration and timely deployment to VIP and standard users.

The role requires strong troubleshooting, familiarity with Windows 10/11 and macOS, and experience with ticketing systems.

Qualifications

High School diploma with at least one year of experience.
Experience with current desktop and laptop computers.
Experience supporting Windows 10/11 and macOS.
Microsoft Office/Microsoft 365 support experience.
Experience using a ticketing system (ServiceNow preferred).
Strong customer service and end-user equipment support skills; VIP support preferred.
Must be able to obtain a Public Trust clearance.

Responsibilities

Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third-party applications.
Follow relevant procedures to resolve tasks and fulfill requests within agreed-upon SLAs.
Provide outstanding customer service both desk-side and using remote tools such as Bomgar, Microsoft Teams, and WebEx.
Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule.
Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
Run diagnostic tests to isolate system problems and make recommendations for potential solutions for OS issues, MS-Office software, and endpoint imaging solutions.
Respond to telephone calls, emails, and dispatched requests for technical support.
Familiarity with macOS 13+ and Windows 10/11.
Perform IT deliveries and pickups to designated locations using the provided delivery vehicle.
Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints.
Follow set policies and procedures to ensure proper handling of requests.