Technical IT Support Specialist, Associate (Job 1471)

DLH Corp; Rockville (MD); On-site; USD 51,000 - 57,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

401(k) match

Career development

Job summary

DLH Corp seeks an Associate Technical IT Support Specialist in Rockville, MD. The role supports imaging, configuring, deploying, and maintaining both Mac and PC computers while delivering high-quality user support to all staff, including VIPs.

You will manage service requests via a ticketing system, assist with OS issues, MS Office, and endpoint imaging, and ensure compliance with security baselines, SLAs, and corporate policies.

Qualifications

• Experience troubleshooting Windows & Mac in an enterprise environment.
• Experience with enterprise ticketing systems and remote support tools.
• Ability to communicate complex concepts clearly to varied users.

Responsibilities

• Configure and install Dell laptops and Apple MacBook Pro computers at NIH campus and Shady Grove offices.
• Resolve tasks within SLAs and maintain documentation in ticketing system.
• Provide desk-side and remote support to end users including VIPs and executives.
• Ensure secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software.
• Track IT assets and manage deliveries and pickups between sites.

Skills

Troubleshooting

Windows & Mac support

Remote tools

Ticketing systems

Customer service

Education

Bachelor's degree in IT/related

Associate's degree + 2 years experience

High School diploma + 4 years experience

Tools

ServiceNow

Remedy

Bomgar

MS Teams

Cisco WebEx

Job description

Technical IT Support Specialist, Associate (Job 1471)

Rockville, 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. With over 2,400 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 Hardware Deployment Team Specialist is responsible for imaging, configuring, delivering, and deploying both Mac and pc computers. Additionally, they provide high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands‑on support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist manages service requests through a ticketing system and supports organizational IT initiatives and special projects.

Responsibilities

• Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third‑party applications
• Follow relevant procedures to resolve tasks and fulfill requests within agreed‑upon service level agreements (SLAs)
• Provide outstanding customer service both desk‑side and using remote tools such as Bomgar, Microsoft Teams, and WebEx
• Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule
• Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline
• Run diagnostic tests to isolate system problems and make recommendations for potential solutions for Operating System (OS) issues, MS Office software, and endpoint imaging solutions
• Respond to telephone calls, emails, and dispatched requests for technical support
• Familiarity with the following operating systems is preferred: mac OS 13 and above, Windows 10 and/or 11
• Perform IT deliveries and pickups to designated locations using the provided delivery vehicle
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints
• Follow set policies and procedures to ensure proper handling of requests

Qualification

• Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science, or engineering, etc.), or an Associate's degree with 2 years, or High School Diploma with 4 years of relevant experience.
• Professional experience troubleshooting Windows & Mac, supporting client configurations, and network access in an enterprise environment
• Experience with enterprise‑level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Bomgar, MS Teams, Cisco WebEx)
• 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
• Experience with creating and managing Excel spreadsheets
• Valid driver's license and safe driving record. Ability to drive to multiple local sites and be comfortable driving different‑sized vehicles. Ability to safely transport equipment between locations
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Experience supporting a hospital/clinical research laboratory environment
• Experience using ServiceNow for incident management, problem management, and request fulfillment
• One or more OS‑related vendor certifications (Apple, Linux, Microsoft)

Basic Compensation: $51,000 - $57,000 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

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• short- and long-term disability
• flexible spending accounts
• parental leave
• legal services
• 401(k) Retirement Plan, which includes a matching component
• career development, providing training to help drive success
• access to our best‑in‑class e‑learning suite for formal and informal learning
• professional and technical certification preparation
• 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