VIP IT Service Desk Specialist II

DLH Corporation

Bethesda (MD)

On-site

USD 51,000 - 60,000

Full time

4 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

PTO (Personal Time Off)

Medical/Dental/Vision

401(k) Matching

Job summary

DLH Corporation provides hardware and software support for a diverse staff, including Mac and Windows environments. The role handles incident response, remote assistance, and end-user support for NIH-provided applications, including M365, at Level 1 with escalation to Level 2/3 as needed.

The position emphasizes strong customer service, ability to work under pressure, and meeting SLA/KPIs. Local on-site work with potential VIP tech support responsibilities is expected.

Qualifications

Experience supporting Mac OS X and Windows 11 environments.
2+ years of technical support experience in Microsoft Suite.
Familiarity with IT ticketing systems (preferably ServiceNow).
Strong customer service and written/oral communication skills.

Responsibilities

Receive and update incoming service requests (tickets) and assign to appropriate resources.
Provide technical support via chat, telephone, email, and remote tools.
Log, escalate, and monitor incidents to closure with SLA adherence.
Categorize and track incidents in the Service Desk system.
Maintain records and update documentation and SOPs for Support Center.

Skills

Desktop Support

Mac OS X

Windows 11

Networking

MS Office

Active Directory

IT Ticketing

VIP Support

Customer Service

Communication

Education

Bachelor's degree

Tools

ServiceNow

Remedy

ITSM Tools

Job description

The position emphasizes strong customer service, ability to work under pressure, and meeting SLA/KPIs. Local on-site work with potential VIP tech support responsibilities is expected.

Get your free, confidential resume review.

or drag and drop your file here.