Desktop Support Technician Tier II (Strong macOS experience needed) (Job 1341)

About UsDLH 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.OverviewThe Desktop Support Technician will be providing hardware and software support to a diversified staff and end-user population. Experience supporting both the Mac and Windows OS. Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.ResponsibilitiesProvide hardware and software support to a diversified staff and end-user populationConfigure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripheralsProvide enhanced VIP desktop and user support serviceConfigure IT devices for secure operation, including installation of security software, software updates, and other configurations as requiredProvide software support for users of NIH-provided applicationsUse an IT ticketing system to receive and track the trouble tickets, assign them to a technical specialist for action, ensure that tickets are resolved, and closing out with the customer and in the systemQualificationsBachelor’s degree along with at least two (2) years of relevant work experience in IT customer support, or an Associate degree with six (6) years of relevant work experience in IT customer support, or H.S. diploma with at least eight (8) years of relevant work experienceExperience supporting both the Mac and Windows OS. Strong customer service and communication skills are key, as this role involves heavy face-to-face customer supportExperience supporting various operating systems – expertise should include Windows 11 and MacOS3+ years of technical support experience in the Microsoft suiteExperience using a ticketing system (preferably Service Now)Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs (MUST)Must be able to obtain a Public Trust clearance Certification RequirementIt is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:Foundation Certificate in IT Service Management (ITIL) v3 or higherMTA: Microsoft Technology AssociateMCSA: Microsoft Certified Solutions AssociateMSCE: Microsoft Certified Solutions ExpertApple Certified Associate – Mac Integration Basics (current or current -1 version)Apple Certified Support Professional (current or current -1 version)CompTIA A+ Certified ProfessionalCompTIA Network+ Certified ProfessionalCompTIA Security+ Certified ProfessionalJAMF Certified TechJAMF Certified ExpertBasic Compensation: $62,890.10 - $65,884.87 yearly salaryThe 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.BenefitsDLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services, and more. We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.EEODLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.