DLH
Service Desk Specialist II (
Bethesda, Maryland · Mid
No sponsorshipDetected 17 days ago
iOSAndroidData AnalysisCustomer SupportSystems EngineeringVPNCiscoPublic HealthResearchCommunicationMicrosoft OfficeCompTIA
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Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Experience supporting both Mac and Windows Operating Systems.
- Strong customer service and communication skills are key as this role involves direct customer interaction.
Responsibilities
- Responsible for receiving and updating incoming service support requests (tickets), evaluating and assigning to a technical resource (possibly themselves or another functional area) for resolution and closure.
- Providing enhanced VIP desktop and user support service.
- Ability to work well under pressure and to meet deadlines as needed. Support established service level agreement (SLA) thresholds and key performance indicators (KPIs).
- Create tickets as a service to other support groups within the organization
- Contribute knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Support Center staff.
Requirements
- Knowledge of current desktop and laptop computers.
- Demonstrate experience with LAN, WAN, VPN, MS Office, Mobile Devices (iOS/Android), Outlook/Exchange, and Active Directory
- Experience using an IT ticketing system (preferably ServiceNow).
- Strong written and oral communication skills required.
- Must be able to obtain a Public Trust clearance
- Experience using ITSM tools (such as Remedy or ServiceNow).
- Demonstrated ability to communicate orally and in writing.
- Provide expert functional and process "how-to" assistance for in-scope applications (such as M365) at Level 1 and escalate to Level 2 or 3 resources as required.
- Possess an understanding of Mac OS X applications and tools, as well as Windows 11 Applications and tools.
- Independently evaluating and resolving computer, system, and user problems, including account lockouts, compatibility conflicts, application operations, hardware malfunctions, and Mac upgrade problems.
- 2+ years of technical support experience in Microsoft Suite.
- Strong customer service and end-user equipment support skills
- preferably with some experience supporting VIPs.
- Desired Qualifications
- Bachelor's degree and 2 years of technical support (or equivalent combination of education and experience).
- Experience supporting the National Institutes of Health.
Nice to have
- Microsoft Certified Professional (MCP)
- JAMF Certified Associate
- CompTIA Security+
- CompTIA Network+
- ITIL Foundations
Company info
- DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation.
- 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.
- Providing hardware and software support to a diverse staff and end-user population.
- Ability to quickly diagnose and troubleshoot customer concerns and address or route to appropriate support resources for resolution.
- 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.
- Provides technical support to customers via chat, telephone, email, and via remote support tools, such as Bomgar.
This listing is sourced directly from DLH's careers page and normalized into a canonical job model.