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. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

We are searching for a Desktop Support Technician to provide leading-edge desktop solutions to world-renowned healthcare and research organizations in the Washington, DC metro area and around the world. This position is based in Bethesda, MD.

Responsibilities

This role provides support for the operation, maintenance, and end-user support services for conference room and collaboration technologies across seven (7) rooms, including five (5) huddle rooms and two (2) conference rooms (resource and/or divisible configurations). Additional white-glove support for Top 5 Executives may be required.

Supported systems include Microsoft Teams Room (MTR) solutions and integrated AV environments consisting of displays, Logitech Rallybar (or equivalent), touch panels, cameras, ceiling-mounted microphones and speakers, AV bridges, codecs/switchers, digital sound processors, amplifiers, and associated rack-mounted equipment.

Support includes:

• Day-to-day operations and maintenance of A/V equipment, systems, and associated technologies
• Perform troubleshooting, reconfiguration, and necessary programming of existing AV equipment to ensure functionality
• Ensure meeting readiness during core support hours
• Onsite and remote support for MTR systems and associated peripherals
• Support for hybrid meetings (audio, video, and content sharing)
• Basic configuration and coordination of AV and rack-based systems
• Coordination with vendors, OEMs, and internal service providers for escalation and repair
• Meeting and event support, including setup and real-time troubleshooting
• Development and maintenance of SOPs and documentation
• Tracking and reporting of issues in alignment with Service Desk SLAs
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Records all activities within the client central ticket tracking system (ServiceNow) and documents cases thoroughly and accurately in real time, per service standards.
• Document problem resolutions as knowledge records in the IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Must coordinate with communications channels during major incidents and record problem investigations in the central ticketing system in a timely fashion.
• Deliverables include monthly reporting, SOP documentation, and inventory/status tracking of AV assets.

Qualifications

•  Bachelor's degree in Computer Science or a related field and three (3) years of experience solving technical problems using analytical approaches/relevant professional experience; OR an Associate's degree in Computer Science or a related field and five (5) years of relevant professional experience; OR a High School diploma (or equivalent) and seven (7) years of relevant professional experience.
• One or more years of experience supporting audio-visual systems and conferencing technologies
• Ability to gain and/or maintain a Public Trust clearance
• Excellent written and oral communications, and strong customer service orientation

Preferred Qualifications

• Excellent ServiceNow skills
• Previous experience providing help desk support within NIH
• General experience includes increasing responsibilities in information technology service management
• Knowledge of current Windows and Apple Macintosh operating systems

Basic Compensation: $75,000 - $80,000 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.