VIP Service Desk Specialist II | Windows & Mac Support

DLH Corporation; Bethesda, Northern (MD, KY); Hybrid; USD 51,000 - 60,000; Full time

Benefits offered by this job

401(k) matching

Paid Time Off (PTO)

Medical, Dental, Vision insurance

Flexible Spending Accounts

Job summary

DLH Corporation in Bethesda, MD, is seeking a detail-oriented IT Help Desk/Service Desk Specialist to support NIH-provided applications and end-user computing. You will handle tickets via ServiceNow, provide remote and on-site assistance, and guide users through login, software, and account issues.

This role emphasizes strong customer service, effective communication, and the ability to work under pressure to meet SLA/KPI targets.

Qualifications

• 2+ years of technical support experience in Microsoft Suite.
• Experience using an IT ticketing system (ServiceNow preferred).
• Strong written and oral communication skills; ability to obtain Public Trust clearance.

Responsibilities

• Receive and update incoming service requests (tickets) and assign for resolution.
• Provide technical support via chat, phone, email, and remote tools.
• Log, track, escalate, and close incidents to achieve end-user satisfaction.
• Support VIP users and maintain SLA/KPI targets.
• Assist with login and account-related services and provide 'how-to' guidance.

Skills

Customer service

Communication

Troubleshooting

VIP support

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Bomgar

Job description

DLH Corporation in Bethesda, MD, is seeking a detail-oriented IT Help Desk/Service Desk Specialist to support NIH-provided applications and end-user computing. You will handle tickets via ServiceNow, provide remote and on-site assistance, and guide users through login, software, and account issues.

This role emphasizes strong customer service, effective communication, and the ability to work under pressure to meet SLA/KPI targets.