Service Desk Technician- Tier 2 (Job 1045)

DLH Corporation; Bethesda (MD); On-site; USD 39,000 - 49,000; Full time

Job summary

DLH Corporation is seeking a Service Desk Technician - Tier II in Bethesda, MD. This role involves installing and troubleshooting a variety of hardware and software systems, providing exceptional technical support, and ensuring compliance with security standards. Ideal candidates should possess a bachelor's degree in a related field and have strong troubleshooting and customer service skills. Join a company dedicated to improving health and national security with innovative solutions.

Benefits

Personal Time Off (PTO)

Medical, dental, vision coverage

401(k) Retirement Plan with matching

Training and educational assistance

Flexible spending accounts

Short and long-term disability coverage

Qualifications

• One year of relevant experience in a technical support role.
• Experience troubleshooting Windows, Mac, and Linux OS.
• Ability to express complex concepts clearly to users.

Responsibilities

• Install, configure, troubleshoot, and resolve incidents related to hardware and software.
• Provide outstanding customer service remotely and at desk-side.
• Support secure operations by managing security tools.

Skills

Customer Service

Troubleshooting

Technical Support

Network Access

System Configuration

Education

Bachelor’s degree in information systems, computer science or engineering

Tools

Windows Remote Control

ServiceNow

Bomgar

Cisco Jabber

MS Lync

Job description

Service Desk Technician- Tier 2 (Job 1045)

Service Desk Technician- Tier 2 (Job 1045)

1 week ago Be among the first 25 applicants

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. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

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. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The Service Desk Technician - Tier II is responsible for installing, configuring, and troubleshooting a wide range of hardware and software systems, including Mac and PC environments, VoIP systems, and conference equipment. This role provides exceptional desk-side and remote technical support, ensures compliance with security standards, maintains inventory, and supports secure operations by managing antivirus and endpoint security tools. The technician also leads break/fix efforts, supports system administration tasks, and serves as a technical resource for end users across various platforms and operating systems.

Responsibilities

• Install, configure, troubleshoot, and resolve incidents related to hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP systems, and conference room equipment.
• Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs).
• Provide outstanding customer service both at the desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and Windows Remote Control.
• Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
• Assist with systems administration, troubleshooting, and resolutions.
• Maintain appropriate levels of inventory for desktops, laptops, and peripherals.
• Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
• Diagnosing and troubleshooting desktop systems, printers, and operating problems
• Consulting and instructing users on hardware and software questions/issues
• Collaborate with the Infrastructure Systems Operations team
• Install, maintain, and upgrade equipment and its associated infrastructure
• Runs diagnostic tests to isolate system problems and make recommendations for potential solutions for:
• Mobile Android and Apple Operating Systems
• MS Office (Mac) software
• Mac imaging solutions and the ability to create Mac images
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email and dispatched requests for technical support
• Documents, tracks and monitors the problem to ensure a timely resolution
• Install, configure and maintain Mac, peripherals (local and network printers, scanners), and other end user equipment such as iPhones and iPads
• A Level II Support Technician to serve as a project lead and break/fix technician for a wide variety of user technologies
• Familiarity with the following Operating Systems preferred
• MacOS 14 Sonoma and MacOS 15 Sequoia
  
  

Qualifications

• Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc) and at least one (1) year relevant of experience.
• Professional experience troubleshooting Windows, Mac, and/or Linux OS and supporting client configuration, and network access in a Microsoft environment.
• Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional.
• ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate (MCSA): Windows 7 and/or 8, Microsoft Certified Solutions Engineer (MCSE)
• Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The-Shelf) desktop software and hardware in a networked environment.
• Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc. and remote support tools (Windows Remote Control, MS Lync, Cisco Jabber, Bomgar).
• Strong customer service skills.
• Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing.
• One or more of the following certifications: A+, Network+, Security +, Apple Certified Support Professional (ACSP), ITIL v3 Foundation.
• Ability to obtain a Public Trust Clearance
• Experience supporting a hospital/clinical research laboratory environment (desired)
• Experience using ServiceNow for incident management, problem management, and request fulfillment. (desired)
• One or more OS-related vendor certifications (Apple, Linux, Microsoft). (desired)
• Must be able to obtain a Public Trust clearance
  
  

Basic Compensation: $39,000.00 - $49,000.00 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, short and long-term disability, flexible spending accounts, parental leave, legal services 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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