DLH Corporation · 10 hours ago
IT Support Specialist - Mid (Job 1254)
Bethesda, MD
Full-time
Onsite
Mid Level
$65K/yr - $72K/yr
4+ years expDLH Corporation delivers improved health and national security readiness solutions for federal programs through various advanced tools. They are seeking an IT Support Specialist responsible for installing, configuring, troubleshooting, and resolving incidents related to hardware and software, while providing excellent customer service.
Computer Software
No H1B
U.S. Citizen Only
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
Qualification
Required
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
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
Preferred
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)
Benefits
Personal Time Off (PTO)
Medical
Dental
Vision
Supplemental life with AD&D
Short and long-term disability
Flexible spending accounts
Parental leave
Legal services
401(k) Retirement Plan, which includes a matching component
Access to our best-in-class e-learning suite for formal and informal learning
Professional and technical certification preparation
Education assistance at accredited institutions
Company
DLH Corporation
DLH solves health and national security challenges through digital transformation, science, research and development, and systems engineering.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andy Clyde
CMOP Regional Manager
Ashley Blosser
GOVERNMENT CONTRACTOR / ACQUISITION LIFE CYCLE / LOGISTICIAN IV/ACQUISITION LEAD
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