Mac & PC Imaging | VIP IT Support Specialist

DHL Holdings Corp

Austin (TX)

On-site

USD 51,000 - 57,000

Full time

9 days ago

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Benefits offered by this job

PTO

Medical coverage

Dental coverage

Vision coverage

401(k) matching

Job summary

DLH Corp is seeking a Hardware Deployment Team Specialist to image, configure, deliver and deploy Mac and PC computers, providing high‑quality technical support to end users, including VIP and executive‑level personnel. You will manage desktop and mobile computing environments, ensuring secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software.

The role involves handling service requests through a ticketing system, supporting organizational IT initiatives,

Qualifications

Bachelor’s degree in information systems, computer science, engineering, or equivalent; or Associate's degree with 2 years, or High School Diploma with 4 years of relevant experience.
Professional experience troubleshooting Windows & Mac, supporting client configurations, and network access in an enterprise environment
Experience with enterprise-level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Bomgar, MS Teams, Cisco WebEx)
Strong customer service skills
Ability to express complex concepts clearly to users at various levels, in person or in writing
Experience with creating and managing Excel spreadsheets
Valid driver's license and safe driving record; ability to drive to multiple local sites and transport equipment
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; set up standard/third‑party applications
Follow procedures to resolve tasks and fulfill requests within SLAs
Provide outstanding customer service desk-side and via remote tools such as Bomgar, MS Teams, and WebEx
Ensure equipment is prepared and ready to be deployed to assignees according to the TRP calendar
Ensure compliance with security and operational policies, including the US Government Configuration Baseline
Run diagnostic tests to isolate OS, MS Office, and endpoint imaging issues and recommend solutions
Respond to calls, emails, and dispatched technical support requests
Familiarity with macOS 13+ and Windows 10/11
Perform IT deliveries and pickups to designated locations using the provided vehicle
Track movement of IT assets in the database within time constraints
Follow policies to ensure proper handling of requests