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 3,200 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.

Responsibilities

• Serves as the Tier 1, Tier 2 and 3 Support for the computer user community.
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per service standards.
• Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
• Must coordinate communications channels during major incidents, and record problem investigations in the NIH ServiceNow tracking system in a timely fashion.

Qualifications

• Bachelors degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
• Ability to obtain a Public Trust clearance.
• General experience includes increasing responsibilities in information technology service management.
• Knowledge of current PC and Apple Macintosh operating systems.
• Experience managing ticket queues and handling ticket assignments.
• Excellent ServiceNow skills
• Previous experience providing helpdesk support within NIH

Desired Qualifications

• Foundation Certificate in IT Service Management (ITIL) v3 or higher
• MTA: Microsoft Technology Associate
• MCSA: Microsoft Certified Solutions Associate
• MCSE: Microsoft Certified Solutions Expert
• Apple Certified Associate Mac Integration Basics (current or previous version)
• Apple Certified Support Professional (current or previous version)
• CompTIA A+ Certified Professional
• CompTIA Network+ Certified Professional
• CompTIA Security+ Certified Professional
• Jamf Certified Tech
• Jamf Certified Expert

Benefits: DLH 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.

EEO

Women, minorities, individuals with disabilities and Veterans are encouraged to apply. DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

DLH will provide a reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.

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