Help Desk Technician

DLH is hiring an IT Support Specialist, Associate to provide Tier 2 help desk support for the user community at an onsite location in Bethesda, MD. This role supports end-users through phone, in-person, and remote channels, with a compensation range of $28.84 to $31.25 per hour and a benefits package designed to support both your health and long-term growth.

Benefits that support your life outside of work

• Personal Time Off (PTO)
• Medical, dental, vision
• Supplemental life with AD&D
• Disability coverage
• Flexible spending accounts
• 401(k) Retirement Plan with a matching component
• Training and access to an e-learning suite
• Professional and technical certification preparation
• Education assistance at accredited institutions

What you’ll do

• Act as Tier 2 Support for the computer user community, resolving technical issues and processing IT requests.
• Respond to customers via phone, in person, and remote support channels.
• Follow established procedures to troubleshoot IT incidents, either resolving them or escalating outside the Service Desk based on service level guidance.
• Record all activities in the NIH central ticket tracking system and document cases thoroughly and accurately in real time per service standards.
• Create and maintain knowledge records documenting problem resolutions in the NIH IT Knowledge Base.
• Follow quality control workflow to support proper case handling and documentation.
• Coordinate communications channels during major incidents and record problem investigations in the NIH ServiceNow tracking system in a timely manner.
• Support Windows and Mac computers and other endpoint devices and peripherals in a lab/scientific environment.

What you bring

• 2 years minimum experience is required.
• Bachelor’s degree, or Associate degree with at least 2 years of relevant experience, or a High School diploma with at least 6 years of relevant experience.
• Knowledge of current PC and Apple Macintosh operating systems.
• Must be able to obtain a Public Trust clearance.

Tools you’ll work with

• ServiceNow
• NIH central ticket tracking system
• NIH IT Knowledge Base
• Windows
• Mac OS / Apple Macintosh operating systems

Preferred qualifications

• Technical computer and customer service skills, including experience with increasing responsibilities in information technology service management.
• Experience managing ticket queues and handling ticket assignments.
• Excellent ServiceNow skills.
• Previous help desk support experience within NIH.

Basic Compensation: $28.84 - $31.25 per hour

Location: Bethesda, MD (onsite)