VIP IT Service Desk II — Windows & Mac Support (NIH)

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

Benefits offered by this job

PTO

401(k) matching

Healthcare (medical, dental, vision)

Job summary

DLH Corporation is seeking a competent IT Help Desk Technician to support desktop and laptop environments for NIH-related applications in Bethesda, MD. You will handle inquiries via chat, phone, and email, troubleshoot login issues, and provide Level 1/2 support with remote tools.

Strong customer service and the ability to handle VIP users are essential. The role requires familiarity with M365, AD, and Windows/macOS ecosystems, plus eligibility for a Public Trust clearance.

Qualifications

• Knowledge of current desktop and laptop computers.
• Mac OS X and Windows 11 applications and tools.
• Experience with LAN, WAN, VPN, MS Office, Mobile Devices, Outlook/Exchange, Active Directory.
• 2+ years of technical support in Microsoft Suite.
• Experience using an IT ticketing system (ServiceNow preferred).
• Strong customer service and end-user support; VIP experience a plus.
• Public Trust clearance eligibility.

Responsibilities

• Receive and update incoming service requests (tickets) and assign for resolution.
• Provide technical support via chat, phone, email, and remote tools (Bomgar).
• Receive, track, answer, resolve, escalate, and monitor tickets to closure.
• Log and categorize incidents in the Service Desk system.
• Monitor incidents and escalate per policies until resolution and satisfaction.
• Update records (inventory, assets, configurations) to reflect resolutions.
• Provide VIP desktop and user support services.
• Troubleshoot login and account-related issues.
• Offer how-to assistance for in-scope apps (e.g., M365) and escalate as needed.
• Provide remote software support for NIH-provided applications.

Skills

Mac OS X

Windows 11

Microsoft Office

Active Directory

VIP support

Customer service

Public Trust clearance

Education

Bachelor's degree and 2 years of technical support

Tools

ServiceNow

Remedy

IT ticketing system

Bomgar

Job description

DLH Corporation is seeking a competent IT Help Desk Technician to support desktop and laptop environments for NIH-related applications in Bethesda, MD. You will handle inquiries via chat, phone, and email, troubleshoot login issues, and provide Level 1/2 support with remote tools.

Strong customer service and the ability to handle VIP users are essential. The role requires familiarity with M365, AD, and Windows/macOS ecosystems, plus eligibility for a Public Trust clearance.