Senior Desktop Support Technician – Federal IT

Texas Health Institute; Austin (TX); On-site; USD 79,000 - 89,000; Full time

Benefits offered by this job

401(k) Matching

PTO

Training & Certification support

Job summary

DLH Corporation is seeking a Senior Desktop Support Technician to provide frontline IT support for the NIH/NIA environment. This role handles desktop systems, software, mobile devices, and IT services in a secure federal setting, serving as the primary contact for technical issues across NIA offices and programs.

The ideal candidate brings strong troubleshooting, excellent customer service, and experience with Windows, macOS, Linux/Unix, Active Directory, and enterprise backup/restoration.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field with 5+ years in IT support, or a high school diploma with 7+ years in IT support.
• Certifications such as Apple CSR, CompTIA Security+/A+, JAMF, or Microsoft 365 Modern Desktop are preferred.
• Proficiency with Windows, macOS, Linux/Unix; familiarity with Active Directory and enterprise backup/restoration.
• Experience with ticketing systems and ITSM processes; strong customer service and communication skills.
• Ability to obtain a Public Trust clearance and travel between local locations.

Responsibilities

• Provide tier 2/3 helpdesk support for hardware, software, and applications following IT policies.
• Perform ITSM-based support duties and case handling.
• Develop relationships with customers, third-party IT providers, and NIA IT teams.
• Configure and support mobile devices with MDM; maintain compliance.
• Support ~700 users across Windows, macOS, Linux/Unix environments; assist with hardware/software upgrades.
• Troubleshoot network, hardware, and software problems; assist with NIH NIA IRP software.
• Manage user accounts in Active Directory; perform data restoration from backups.
• Collaborate with end users, system admins, cybersecurity, and enterprise IT staff.
• Support a biomedical research mission and participate in continuous service improvement.

Skills

Helpdesk Tier 2/3

ITSM

Active Directory

Windows

Macintosh

Linux/Unix

Networking

Public Trust

Customer Service

Remote/Onsite support

Education

Bachelor’s degree in IT/CS

High school diploma +7+ years

Tools

ServiceNow

MDM (Mobile Device Management)

Job description

DLH Corporation is seeking a Senior Desktop Support Technician to provide frontline IT support for the NIH/NIA environment. This role handles desktop systems, software, mobile devices, and IT services in a secure federal setting, serving as the primary contact for technical issues across NIA offices and programs.

The ideal candidate brings strong troubleshooting, excellent customer service, and experience with Windows, macOS, Linux/Unix, Active Directory, and enterprise backup/restoration.