Service Desk Technician II: VIP & Remote Support

Texas Health Institute; Austin (TX); Hybrid; USD 51,000 - 60,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Education assistance

Job summary

DLH Corporation seeks a capable IT Help Desk Analyst to provide desktop and end-user support for Mac and Windows environments, including M365 apps. You will diagnose issues, route when needed, and maintain service records while delivering excellent customer service.

The role emphasizes VIP support, ticketing familiarity (ServiceNow preferred), and working under SLA/KPI pressure. A Public Trust clearance is required; 2+ years in technical support is expected, with a Bachelor’s degree preferred.

Qualifications

• Knowledge of current desktop and laptop computers.
• Understanding of Mac OS X applications and Windows 11 applications.
• Experience with LAN, WAN, VPN, MS Office, Mobile Devices (iOS/Android), Outlook/Exchange, and Active Directory.
• 2+ years of technical support experience in Microsoft Suite.
• Experience using an IT ticketing system ( ServiceNow ).
• Strong customer service and end-user equipment support skills; VIP support preferred.
• Strong written and oral communication skills.

Responsibilities

• Receiving and updating incoming service support requests (tickets) and assigning for resolution.
• Providing technical support via chat, telephone, email, and remote tools such as Bomgar.
• Tracking and resolving end-user and technical staff calls through to closure.
• Logging and prioritizing incidents in the Service Desk system and monitoring adherence to SLA.
• Updating records (inventory, asset, configuration) to reflect completed requests.
• Providing enhanced VIP desktop and user support service.
• Troubleshooting login and account-related issues.
• Offering how-to assistance for in-scope applications (e.g., M365) at Level 1 and escalating when needed.
• Remote software support for NIH-provided applications as identified.
• Escalating as required to meet deadlines and KPIs.
• Documenting follow-ups and escalations for timely action.
• Creating tickets for other support groups and contributing to SOPs and Training manuals.

Job description

DLH Corporation seeks a capable IT Help Desk Analyst to provide desktop and end-user support for Mac and Windows environments, including M365 apps. You will diagnose issues, route when needed, and maintain service records while delivering excellent customer service.

The role emphasizes VIP support, ticketing familiarity (ServiceNow preferred), and working under SLA/KPI pressure. A Public Trust clearance is required; 2+ years in technical support is expected, with a Bachelor’s degree preferred.