Senior Desktop Support Technician (Job 1484)

DLH; Bethesda (MD); Sur place; USD 79 000 - 89 000; Plein temps

Avantages offerts par ce poste

PTO

Medical coverage

Dental coverage

Vision coverage

Supplemental life + AD&D

Disability coverage

Flexible spending accounts

401(k) retirement plan

Résumé du poste

DLH is seeking a Sr Desktop Support Technician in Bethesda, MD to provide frontline IT support for the National Institute on Aging (NIA). You’ll resolve hardware, software, and mobile device issues, manage Active Directory accounts, and ensure ITSM processes are followed in a secure federal environment.

You will work with a broad set of technologies, support ~700 researchers, and collaborate with cybersecurity and enterprise IT teams to maintain high service levels and data integrity.

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 certifications such as Apple Certified Support Professional, CompTIA Security+, CompTIA A+, JAMF, or Microsoft 365 Modern Desktop Administrator Associate are desirable.
• Ability to travel between local locations.
• Knowledge of Windows, macOS, Linux, and Unix environments.
• Familiarity with Active Directory and IT service management processes.
• Must be able to obtain a Public Trust clearance.

Responsabilités

• Provide tier 2/3 helpdesk support and resolve hardware, software, and application problems.
• Perform ITSM-driven support duties per industry best practices.
• Maintain MDM compliance and install/configure mobile devices.
• Support ~700 scientists and technicians on Windows, macOS, Linux, and Unix desktops.
• Configure new computers per NIH NIA IRP standards and troubleshoot issues.
• Support NIH IRP-specific software (citation managers, graphing, imaging, analytics, terminals).
• Manage user accounts in Active Directory and assist with backups and recovery.
• Collaborate with end users, system admins, cybersecurity staff, and IT teams.
• Support a mission-driven biomedical and aging research environment.
• Participate in team-based support operations and service improvements.

Connaissances

Troubleshooting

Customer service

IT support

Active Directory

Ticketing systems

Windows/macOS/Linux

Security clearance

Communication

Formation

Bachelor’s degree in IT/CS or related field

Alternative: HS diploma + 7+ years experience

Outils

MDM (mobile device management)

NIH/NIA systems knowledge

Description du poste

Bethesda, Maryland

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
• 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.

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

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in DLH ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.