Technical IT Support Specialist, Associate (Job 1471)

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. With over 2,400 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.
Overview
The Hardware Deployment Team Specialist is responsible for imaging, configuring, delivering, and deploying both Mac and pc computers. Additionally, they provide high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands-on support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist manages service requests through a ticketing system and supports organizational IT initiatives and special projects.
Responsibilities
Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third-party applications
Follow relevant procedures to resolve tasks and fulfill requests within agreed-upon service level agreements (SLAs)
Provide outstanding customer service both desk-side and using remote tools such as Bomgar, Microsoft Teams, and WebEx
Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule
Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline
Run diagnostic tests to isolate system problems and make recommendations for potential solutions for Operating System (OS) issues, MS Office software, and endpoint imaging solutions
Respond to telephone calls, emails, and dispatched requests for technical support
Familiarity with the following operating systems is preferred: mac OS 13 and above, Windows 10 and/or 11
Perform IT deliveries and pickups to designated locations using the provided delivery vehicle
Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints
Follow set policies and procedures to ensure proper handling of requests
Qualification
Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science, or engineering, etc.), or an Associate's degree with 2 years, or High School Diploma with 4 years of relevant experience.
Professional experience troubleshooting Windows & Mac, supporting client configurations, and network access in an enterprise environment
Experience with enterprise-level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Bomgar, MS Teams, Cisco WebEx)
Strong customer service skills
Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions, as well as in writing
Experience with creating and managing Excel spreadsheets
Valid driver's license and safe driving record. Ability to drive to multiple local sites and be comfortable driving different-sized vehicles. Ability to safely transport equipment between locations
Must be able to obtain a Public Trust clearance
Desired Qualifications
Experience supporting a hospital/clinical research laboratory environment
Experience using ServiceNow for incident management, problem management, and request fulfillment
One or more OS-related vendor certifications (Apple, Linux, Microsoft)
Basic Compensation: $51,000 - $57,000 yearly salary
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