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DLH

Service Desk Technician - Tier III

DLH
Bethesda, MD $31 - $33/hr Full time Posted 1h ago
Application Support Cloud Platform Cloud Platforms Computer Skills Desktop Support End User Support Hardware Support Help Desk Help Desk Support Information Technology (IT) It Service Management IT Services It Support ITSM macOS Microsoft 365 Office 365 Operating Systems Service Desk Technician Service Desk Tool Service Management ServiceNow Servicenow Technical Support Tier Iii Support Windows
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Job Description

Join DLH as a Service Desk Technician - Tier III supporting a Bethesda, MD onsite environment. You will help deliver reliable end-user technology through a structured IT ticketing process, with hands-on work across desktops, laptops, peripherals, and secure device configurations. This role also includes VIP desktop support and software support for NIH-provided applications.

What you’ll do

  • 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, and other peripherals
  • Deliver VIP desktop and user support
  • Configure IT devices for secure operation, including security software installation, software updates, and other required configurations
  • Support users of NIH-provided applications
  • Use an IT ticket system to receive and track trouble tickets, ensuring issues are resolved and tickets are closed out in the system and with the customer

Skills and experience needed

  • Bachelor’s degree with at least 1 year of relevant IT customer support experience, or an Associate degree or H.S. diploma with at least 3 years of relevant work experience
  • macOS and Apple support skills plus experience with Windows 10/11
  • Strong customer service and communication abilities for frequent face-to-face support
  • 3+ years of technical support experience with the Microsoft suite
  • Experience using a ticketing system, preferably ServiceNow
  • Strong end-user equipment support skills, preferably including VIP support
  • Ability to obtain Public Trust Clearance

Certification is required. Candidates must hold or will be certified within 3 months of hire in one or more of the following: 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.

Tools you’ll use

macOS, Windows 10, Windows 11, the Microsoft suite, and ServiceNow.

Compensation and benefits

USD 31 to 33 per hour. DLH also offers Personal Time Off (PTO), medical, dental, and vision, along with supplemental life with AD&D, disability coverage, and flexible spending accounts. Retirement benefits include a 401(k) Retirement Plan with a matching component, plus training for career development, access to an e-learning suite, professional and technical certification preparation, and education assistance at accredited institutions.

Equal opportunity

DLH Corporation is an Equal Opportunity Employer. DLH provides reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply, and it is committed to maintaining a fair and authentic interview process.

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