IT Support Specialist - Mid

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 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.

Responsibilities

• Install, configure, troubleshoot, and resolve incidents related to hardware, software (COTS, GOTS, custom), websites, instrument controllers, medical and scientific devices. 
• Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs) 
• Provide outstanding customer service both at the desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control. 
• Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints. 
• Assist with systems administration, troubleshooting, and resolutions. 
• Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline. 
• Diagnosing and troubleshooting desktop system, printer, and operating problems. 
• Consulting and instructing users on hardware and software questions/issues. 
• Collaborate with the Infrastructure Systems Operations team. 
• Install, maintain and upgrade equipment and its associated infrastructure. 
• Runs diagnostic tests to isolate system problems and make recommendations for potential solutions for: 
• Operating Systems (including Windows, macOS and *unix) 
• Scientific Computing 
• Medical devices and peripherals 
• Identifies, researches, and resolves technical problems. 
• Responds to telephone calls, email, and dispatched requests for technical support. 
• Documents, tracks, and monitors problems to ensure a timely resolution. 
• A Level III Support Technician to serve as a scientific computing specialist for a wide variety of user technologies.  
• Hands on experience with at least one of the following Operating Systems required 
• Red Hat Enterprise Linux 
• CentOS Linux 
• Ubuntu 
• Will be supporting Scientific Instrument Controllers in a hospital/clinical research laboratory environment. 

Qualifications

• Bachelors degree with 4+ years of relevant, applicable professional experience, or a High School diploma with 8+ years of relevant experience.
• Ability to obtain and maintain a Public Trust Clearance.

Desired Qualifications/Certifications

• Experience with managing customer expectations and delivering the highest quality customer service. 
• ServiceNow expertise for queue management and ticket fulfillment. 
• Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment. 
• BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major. 
• Professional experience troubleshooting Linux OS and supporting client configuration, and network access in a clinical/scientific environment. 
• Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The-Shelf) desktop software and hardware in a networked environment. 
• Experience with enterprise-level ticketing systems such as ServiceNow, Remedy, etc., and remote support tools (Windows Remote Control, Cisco Jabber, Bomgar). 
• Strong customer service skills. 
• Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing. 
• Experience supporting a hospital/clinical research laboratory environment. 
• Experience using ServiceNow for incident management, problem management, and request fulfillment. 
• Systems administration experience. 
• Experience supporting enterprise-level environments on a 24x7 basis. 
• Experience supporting Scientific Instrument Controllers. 
• Experience supporting a Hospital environment. 
• Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional. 
• ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate (MCSA): Windows 10 and/or 11, Microsoft Certified Solutions Engineer (MCSE)

Basic Compensation: $65,000 - $72,000 yearly salary

The 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.

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