DLH
Senior Desktop Support Technician (
Bethesda, Maryland · Senior
No sponsorship$79k-$89kDetected 8 days ago
LinuxData AnalysisAccount ManagementCustomer SupportSystems EngineeringTCP/IPPublic HealthResearchCommunicationCollaborationCompTIA
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odds of building a lasting career here
37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70
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About the role
- The Sr Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs.
- The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment.
- The Sr Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment.
Responsibilities
- Provide tier 2/3 helpdesk support and resolution for all users with hardware, software, and application problems utilizing available tools while following policies and procedures for the handling of support cases.
- Perform the core IT support duties in accordance with industry best practices related to IT Service Management (ITSM).
- Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix.
- Support NIA NIH IRP-specific software, such as but not limited to citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.
- Create, delete, and manage user accounts in Active Directory
- perform general help desk tasks.
- Supports a mission-driven environment focused on biomedical and aging research
- Participates in team-based support operations and continuous service improvement initiatives
Requirements
- Knowledge of all Windows and Macintosh operating systems and workstations using Linux and Unix
- Knowledge of network protocols and cabling technologies
- Knowledge of federal information technology policies and regulations
- Experience with ticketing systems and IT service management processes
- Must be able to obtain a Public Trust clearance
- Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of 5 years of experience in IT support, help desk, or desktop support roles, or a high school diploma with 7+ years of relevant experience.
- Valid state driver's license
- Ability to travel between local locations
- Familiarity with Active Directory, account management, and endpoint support
- Strong customer service and communication skills
- Ability to troubleshoot technical issues in both onsite and remote environments
- Ability to prioritize tasks and manage multiple support requests effectively
Nice to have
- Experience within NIH, HHS, or other federal environments
- Familiarity with ServiceNow or similar ITSM platforms
- Basic understanding of cybersecurity best practices and endpoint security tools
- Experience supporting mobile devices and enterprise collaboration platforms
- Additional compensation may include performance incentives and program-specific awards.
Compensation
- $78,860 - $88,725 yearly salary
- The salary range listed reflects what we reasonably expect to pay for this role at the time of posting.
- 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 ac
- The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity.
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.
- 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.
- Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA.
This listing is sourced directly from DLH's careers page and normalized into a canonical job model.