Senior Desktop Support Technician (Job 1484)

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

About Us

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. DLH is dedicated to the idea that "Your Mission is Our Passion" and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The Sr Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs.

The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment.

Responsibilities

• Provide tier 2/3 helpdesk support and resolution for all users with hardware, software, and application problems utilizing available tools while following policies and procedures for the handling of support cases.
• Perform the core IT support duties in accordance with industry best practices related to IT Service Management (ITSM).
• Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA.
• Provide installation and configuration of mobile [devices] as approved by the Agency, including maintaining MDM compliance.
• Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix.
• Configure new computers per NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems.
• Support NIA NIH IRP-specific software, such as but not limited to citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.
• Create, delete, and manage user accounts in Active Directory; conduct user data restoration from enterprise backup; perform general help desk tasks.
• Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams
• Supports a mission-driven environment focused on biomedical and aging research
• Participates in team-based support operations and continuous service improvement initiatives

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of 5 years of experience in IT support, help desk, or desktop support roles, or a high school diploma with 7+years of relevant experience.
• One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate
• Valid state driver's license
• Ability to travel between local locations
• Knowledge of all Windows and Macintosh operating systems and workstations using Linux and Unix
• Knowledge of network protocols and cabling technologies
• Knowledge of federal information technology policies and regulations
• Familiarity with Active Directory, account management, and endpoint support
• Experience with ticketing systems and IT service management processes
• Strong customer service and communication skills
• Ability to troubleshoot technical issues in both onsite and remote environments
• Ability to prioritize tasks and manage multiple support requests effectively
• Must be able to obtain a Public Trust clearance

Preferred Qualifications

• Experience within NIH, HHS, or other federal environments
• Familiarity with ServiceNow or similar ITSM platforms
• Basic understanding of cybersecurity best practices and endpoint security tools
• Experience supporting mobile devices and enterprise collaboration platforms
• Knowledge of IT asset management and hardware lifecycle support

Basic Compensation: $78,860 - $88,725 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, disability coverage, flexible spending accounts, 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.

EEO

DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.

DLH is committed to maintaining a fair and authentic interview process