VIP IT Help Desk Specialist II

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

Benefits offered by this job

PTO

Medical insurance

Dental coverage

Vision coverage

401(k) matching

Job summary

DLH Corp in Bethesda, MD, is seeking an experienced IT Support Specialist to provide Level 1–2 technical assistance to a diverse user base supporting Mac and Windows environments. You will handle tickets, diagnose issues, and ensure timely resolutions under tight SLAs.

The role requires strong customer service, familiarity with ITSM tools like ServiceNow, and the ability to obtain a Public Trust clearance. NIH-related applications may be part of the work, offering growth in a mission-driven

Qualifications

• Knowledge of current desktop and laptop computers.
• Experience with Mac OS X and Windows 11 applications.
• Experience with LAN, WAN, VPN, MS Office, Mobile Devices, Outlook/Exchange, and Active Directory.
• 2+ years of technical support in Microsoft Suite.
• Experience using an IT ticketing system, preferably ServiceNow.
• Strong customer service and VIP support skills.
• Must be able to obtain a Public Trust clearance.

Responsibilities

• Receive, update, and assign service requests to resolve.
• Provide technical support via chat, phone, email, and remote tools.
• Track, answer, resolve, escalate, and monitor calls to closure.
• Log incidents in the Service Desk system.
• Monitor incidents and escalate per policies until resolution.
• Update records for assets and configurations.
• Provide VIP desktop and user support.
• Troubleshoot login and account issues.
• Offer how-to assistance for apps like M365 at Level 1 and escalate as needed.
• Provide remote software support for NIH-provided applications.
• Work under pressure to meet SLAs and KPIs.
• Capture details for follow-ups and escalations.
• Create tickets for other support groups.
• Contribute to SOPs and training manuals.

Skills

Desktop support

Mac OS X

Windows 11

LAN/WAN/VPN

MS Office

Mobile devices

Outlook/Exchange

Active Directory

ServiceNow

VIP support

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Job description

DLH Corp in Bethesda, MD, is seeking an experienced IT Support Specialist to provide Level 1–2 technical assistance to a diverse user base supporting Mac and Windows environments. You will handle tickets, diagnose issues, and ensure timely resolutions under tight SLAs.

The role requires strong customer service, familiarity with ITSM tools like ServiceNow, and the ability to obtain a Public Trust clearance. NIH-related applications may be part of the work, offering growth in a mission-driven