VIP End-User Support Specialist II

DLH; Bethesda (MD); On-site; USD 51,000 - 60,000; Full time

Benefits offered by this job

PTO

Medical

Dental

Vision

401(k) matching

Certification support

Job summary

DLH provides health and national security solutions and seeks an IT Service Desk Technician in Bethesda to support federal programs. You will handle tickets for Mac and Windows, raise incidents, and aid end-users via chat, phone, and remote tools to meet SLA and KPI targets.

Strong communication, 2+ years of Microsoft Suite support, ServiceNow experience, and ability to obtain a Public Trust clearance are required. A comprehensive benefits package is offered.

Qualifications

• Knowledge of desktops and laptops.
• Mac OS X apps and Windows 11 apps knowledge.
• LAN, WAN, VPN, MS Office, Mobile Devices, Outlook/Exchange, Active Directory.
• Experience diagnosing and solving user problems including lockouts.
• 2+ years in technical support for Microsoft Suite.
• Experience using an IT ticketing system (ServiceNow).
• Strong customer service and end-user support; VIP experience preferred.
• Excellent written and oral communication.
• Ability to obtain a Public Trust clearance.

Responsibilities

• Receive and update incoming service requests, assign for resolution.
• Provide technical support via chat, phone, email, and remote tools.
• Log, track, escalate, and close incidents to meet SLA.
• Monitor incidents and ensure end-user satisfaction.
• Update records to reflect completed service requests (IMACs).
• Provide enhanced VIP desktop and user support.
• Troubleshoot login and account-related services.
• Offer how-to assistance for in-scope apps (e.g., M365) and escalate as needed.
• Support remote NIH applications and knowledge sharing for SOPs.

Skills

Mac OS X

Windows 11

Customer service

VIP support

Strong communication

Education

Bachelor's degree

2+ years support experience

Tools

ServiceNow

Remedy

ITSM tools

Job description

DLH provides health and national security solutions and seeks an IT Service Desk Technician in Bethesda to support federal programs. You will handle tickets for Mac and Windows, raise incidents, and aid end-users via chat, phone, and remote tools to meet SLA and KPI targets.

Strong communication, 2+ years of Microsoft Suite support, ServiceNow experience, and ability to obtain a Public Trust clearance are required. A comprehensive benefits package is offered.