About Us
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
The Senior Desktop Support Specialist provides advanced technical support and customer service in a fast-paced enterprise environment, supporting desktops, laptops, mobile devices, printers, peripherals, and end-user software across Windows 11, macOS, and Linux platforms. This role is responsible for configuring and securing IT assets, troubleshooting hardware and software issues, delivering enhanced VIP support, managing incidents and service requests through ServiceNow, and ensuring timely resolution and documentation of support tickets. The position also serves as a mentor to junior technicians, leads special projects, and collaborates with technical teams to maintain high levels of service delivery. The ideal candidate brings 6+ years of progressive technical support experience (or equivalent), strong expertise with Microsoft technologies, exceptional communication and customer service skills, and experience supporting executive users.
Responsibilities
- Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
- Providing enhanced VIP desktop and user support service.
- Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
- Providing software support for users of NIH-provided applications (as identified by the task).
- Mentoring junior technicians
- Ability to work well under pressure and meet deadlines as needed.
- Ability to lead/track special projects
- Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the system.
Qualifications
- Bachelor's with 6+ years, Associate's degree with 8+ years, or High School diploma with 10+ years of technical support
- Experience with current desktop and laptop computers.
- Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
- 5+ years of technical support experience in Microsoft suite.
- Experience using ServiceNow for incident management, problem management, and request fulfillment.
- Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
- Strong written and oral communications are required.
- Ability to gain and/or maintain a Public Trust clearance.
Desired Qualifications
- Experience supporting the National Institutes of Health
- Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
- Experience with Active Directory
- Experience with Mobile Device Management (such as MobileIron)
- Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
- One or more of the following certifications is desired:
- Apple Certified Support Professional
- Microsoft Certified Professional
- CompTIA Security+
- CompTIA A+
Basic Compensation: $75,000 - $81,000 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.
EEO
DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.
DLH is committed to maintaining a fair and authentic interview process
Skills Required
- Bachelor's degree with 6+ years, Associate's degree with 8+ years, or High School diploma with 10+ years of technical support experience
- Experience with current desktop and laptop computers
- Experience supporting Windows 10 and Windows 11, macOS (ideally 14+), and Linux (Ubuntu preferred)
- 5+ years technical support experience with Microsoft suite
- Experience using ServiceNow for incident, problem, and request management
- Strong customer service and end-user equipment support skills, including VIP support experience
- Strong written and oral communication skills
- Ability to gain and/or maintain a Public Trust clearance
- Experience supporting the National Institutes of Health
- Bachelor's degree in Computer Science, Information Systems, or Social Science
- Experience with Active Directory
- Experience with Mobile Device Management (e.g., MobileIron)
- Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
- Certifications such as Apple Certified Support Professional, Microsoft Certified Professional, CompTIA Security+, or CompTIA A+
DLH Holdings Corp. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about DLH Holdings Corp. and has not been reviewed or approved by DLH Holdings Corp..
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Healthcare Strength — Health coverage includes multiple medical plan options with virtual care, dental and vision, plus HSAs with employer match, FSAs, and wellness incentives that can reduce premiums. Offerings also include a TRICARE Supplement and optional accident, critical illness, and hospital care coverage.
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Retirement Support — Retirement offerings include a 401(k) with employer matching alongside company‑paid basic life and AD&D and company‑provided short‑term disability, with optional long‑term disability. These components are presented as part of a comprehensive package available shortly after hire for eligible employees.
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Wellbeing & Lifestyle Benefits — Work‑life supports include PTO and role‑dependent flexibility for remote, hybrid, or on‑site arrangements. Learning and development programs with tuition, licensure, and certification support further expand lifestyle and growth benefits.
DLH Holdings Corp. Insights
What We Do
DLH solves health and national security challenges through digital transformation, science, research and development, and systems engineering. The Company’s experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike, leveraging digital transformation, artificial intelligence, advanced analytics, cloud-based applications, telehealth systems, and more. With over 3,200 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 public health to improve the lives of millions
