Service Desk Specialist II

The role

This person will provide hardware and software support to a diverse staff and end-user population. They will diagnose and troubleshoot customer concerns and provide technical support via chat, telephone, email, and remote tools.

What you will do

• Receive and update incoming service support requests.
• Provide technical support via chat, telephone, email, and remote support tools.
• Receive, track, answer, resolve, escalate, and monitor end-user and technical staff calls.
• Categorize, prioritize, and log all Incidents in the Service Desk Incident system.
• Monitor Incidents and escalate per policies and procedures.
• Verify that all records are updated to reflect completed Service Requests.
• Provide enhanced VIP desktop and user support service.
• Troubleshoot and resolve customer login and account-related services.
• Provide functional and process how-to assistance for in-scope applications.
• Provide remote software support for users of NIH-provided applications.

Required qualifications

• Knowledge of current desktop and laptop computers.
• Understanding of Mac OS X applications and tools, as well as Windows 11 Applications and tools.
• Experience with LAN, WAN, VPN, MS Office, Mobile Devices (iOS/Android), Outlook/Exchange, and Active Directory.
• Ability to independently evaluate and resolve computer, system, and user problems.
• 2+ years of technical support experience in Microsoft Suite.
• Experience using an IT ticketing system.
• Strong customer service and end-user equipment support skills.
• Strong written and oral communication skills.
• Must be able to obtain a Public Trust clearance.

Nice to have

• ServiceNow experience
• Experience supporting VIPs
• Bachelor's degree and 2 years of technical support (or equivalent combination of education and experience)
• Experience supporting the National Institutes of Health
• Experience using ITSM tools (such as Remedy or ServiceNow)
• Demonstrated ability to communicate orally and in writing
• Passionate about delivering exemplary customer service
• Microsoft Certified Professional (MCP)
• JAMF Certified Associate
• Apple Certified Support Professional (ACSP)

Benefits

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• disability coverage
• flexible spending accounts
• 401(k) Retirement Plan with matching component
• training
• access to e-learning suite
• professional and technical certification preparation
• education assistance at accredited institutions

Before you apply

• Must be able to obtain a Public Trust clearance

About the company

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation.