OverviewThe 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.
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).
- Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA.
- Provide installation and configuration of mobile [devices] as approved by the Agency, including maintaining MDM compliance.
- Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix.
- Configure new computers per NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems.
- 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; conduct user data restoration from enterprise backup; perform general help desk tasks.
- Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams
- Supports a mission-driven environment focused on biomedical and aging research
- Participates in team-based support operations and continuous service improvement initiatives
Qualifications- 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.
- One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate
- Valid state driver's license
- Ability to travel between local locations
- 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
- Familiarity with Active Directory, account management, and endpoint support
- Experience with ticketing systems and IT service management processes
- 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
- Must be able to obtain a Public Trust clearance
Preferred Qualifications- 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
- Knowledge of IT asset management and hardware lifecycle support
Basic Compensation: $78,860 - $88,725 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, disability coverage, flexible spending accounts, 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.
