Senior IT Support Technician - Federal Desktop & Mobile

DHL Holdings Corp; Austin (TX); On-site; USD 79,000 - 89,000; Full time

Benefits offered by this job

Personal Time Off (PTO)

Medical insurance

Dental insurance

Vision insurance

Life insurance with AD&D

401(k) retirement plan with match

Training and certification support

Job summary

DLH Corporation seeks a Sr Desktop Support Technician to deliver frontline IT support for the National Institute on Aging. You will handle desktop systems, software, devices, and IT services in a fast-paced, secure federal environment and be the primary contact for technical issues.

Responsibilities include tier 2/3 helpdesk, ITSM adherence, device provisioning, Active Directory management, and collaboration with cybersecurity and enterprise IT teams.

Qualifications

• Bachelor’s degree in IT/CS or related field with 5+ years IT support, or a high school diploma with 7+ years.
• One or more certifications are desired: Apple Certified Support Professional; CompTIA Security+; CompTIA A+; JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate
• Valid state driver’s license and ability to travel between local locations
• Knowledge of Windows, Macintosh OS, Linux and Unix workstations
• Familiarity with Active Directory, account management, and endpoint support

Responsibilities

• Provide tier 2/3 helpdesk support for hardware, software, and apps.
• Follow ITIL ITSM best practices in incident management.
• Build relationships with users, third-party IT providers, and other IT teams.
• Install and configure mobile devices and maintain MDM compliance.
• Support ~700 scientists with Windows, Mac, Linux, and Unix desktops.
• Configure new computers per NIH NIA IRP standards; troubleshoot issues.
• Support NIH IRP software like citation managers and graphing tools.
• Manage user accounts in Active Directory and perform data restores.
• Collaborate with end users, system admins, cybersecurity staff, and IT teams.
• Contribute to mission-driven biomedical aging research and service improvements.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Public Trust clearance

Education

Bachelor’s degree in IT/CS or related field

High school diploma with 7+ years experience

Tools

Active Directory

ITSM

ServiceNow

MDM

Ticketing systems

Microsoft 365

Job description

DLH Corporation seeks a Sr Desktop Support Technician to deliver frontline IT support for the National Institute on Aging. You will handle desktop systems, software, devices, and IT services in a fast-paced, secure federal environment and be the primary contact for technical issues.

Responsibilities include tier 2/3 helpdesk, ITSM adherence, device provisioning, Active Directory management, and collaboration with cybersecurity and enterprise IT teams.