IT Support Technician

IT Support, Help desk
Full Time
$45,000 - $60,000
Travel required to 10%.

Job Description


DLH is a trusted provider in the Federal space of technology-enabled healthcare and public health services, medical logistics, and readiness enhancement services to military service members, veterans, children and families, and our at-risk and underserved communities. We leverage the latest technologies for our IT Infrastructure to include cloud solutions, advanced security measures, mobile workforce and more.   Our operations and environments follow industry best practices and numerous Federal regulations.


The Desktop Support Technician reports to the Director of IT. The Desktop Support Technician works with the Systems Engineer to deploy and maintain all technical hardware and software while also providing expedient technical support to store personnel and systems. This position serves as the first line of response for technical issues and optimizes available resources to ensure accurate and efficient problem solving. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. Additionally, technical support will span equipment and users locally and across our main office locations and mobile workforce. This is a unique opportunity that combines hands-on experience, operational effectiveness, server and systems administration, and an environment with the latest state-of-the-art cloud technologies, enterprise, and DevOps platforms.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:


User Support and Ticket Management:

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from users.
  • Utilize screen sharing tools to help resolve desktop issues.
  • Install and administer anti-spam and anti-virus software and tools.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Provide mobile device support (iOS, Android)
  • Diagnose and resolve application, hardware and LAN/Wi-Fi network connectivity issues.
  • Responsible for Active Directory user account, Exchange mailbox support and administration.
  • Office 365 account provisioning and management. Includes Teams Online account creation and password reset.
  • Administration and support for multi-site VoIP networks. Includes change, add and modifications.


Required Skills:

  • Knowledge of basic computer hardware, including desktops, servers, storage, network switches, routers and firewalls.
  • Excellent verbal and written communication skills, and interpersonal skills.
  • Effectively communicate technical issues and status to technical and non-technical personnel.
  • Experience working in a team-oriented, collaborative environment, as well as work independently.
  • Must have desire to learn new skills and work with new technologies with a keen attention to detail.
  • Ability to work after hours and on-call weekend rotation.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Values diversity of talents, skills and backgrounds that others bring to the team.

Required Qualifications:


  • Must be a .
  • Must be able to pass a background check.

Formal Education and Certification:

  • High School diploma or GED
  • Bachelor’s degree from an accredited college or university or 2 years of experience in a related field.
  • Minimum 2+ years of experience providing desktop, network and end user support.
  • Excellent communication skills and a professional demeanor.
  • Demonstrates effective problem solving/analytical skills and pays attention to details. 
  • Support-level knowledge of, but not limited to: Windows 10 OS, Computer and Printer Hardware, General Networking and Software Installation.
  • Support-level knowledge of Microsoft Office.

*Travel Requirement: 10% 

DLH is committed to fostering a diverse workforce and is proud to be an Affirmative Action/Equal Opportunity Employer of Minorities/Women/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, age, national origin, veteran status, disability, or any other classification protected by law.

Dice Id : 10140949
Position Id : 7112014
Originally Posted : 2 months ago
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