Candidates with IT customer support experience and strong communication skills will find this technical role in the federal health and national security domain.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from DLH via Greenhouse
About Us
DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.
Overview
DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more.
Responsibilities
Provide hardware and software support to a diverse staff and end-user population
Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
Provide VIP desktop and User support
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Provide software support for users of NIH-provided applications
Use an IT ticket system to receive and track trouble tickets, and ensure that tickets are resolved and closed out with the customer and in the system
Qualifications
Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience
macOS and Apple support skills along with Windows 10/11 support experience.
Strong customer service and communication skills are key as this role involves heavy face-to-face customer support
3+ years of technical support experience in Microsoft suite
Experience using a ticketing system (preferably ServiceNow)
Strong customer service and end-user equipment support skills; preferably with experience supporting VIPs
It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:
Jamf Certified Tech
Jamf Certified Expert
Foundation Certificate in IT Service Management (ITIL) v3 or higher
MTA: Microsoft Technology Associate
MCSA: Microsoft Certified Solutions Associate
MSCE: Microsoft Certified Solutions Expert
Apple Certified Associate – Mac Integration Basics (current or current -1 version)
Apple Certified Support Professional (current or current -1 version)
CompTIA A+ Certified Professional
CompTIA Network+ Certified Professional
CompTIA Security+ Certified Professional
Must be able to obtain a Public Trust Clearance
Basic Compensation: $31.25 - $33.65 hourly ($65,000.00 - $70,000.00)
The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law.
Benefits
DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, disability coverage, flexible spending accounts, and more. We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.
EEO
DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.
DLH is committed to maintaining a fair and authentic interview process
Source: DLH careers (Greenhouse)