Desktop Support Technician Tier II (Strong macOS experience needed) (Job 1341)

Overview The Desktop Support Technician will be providing hardware and software support to a diversified staff and end-user population. Experience supporting both the Mac and Windows OS is required. Strong customer service and communication skills are key as this role involves heavy face‑to‑face customer support. Responsibilities Provide hardware and software support to a diversified staff and end-user population. Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals. Provide enhanced VIP desktop and user support service. Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required. Provide software support for users of NIH-provided applications. Use an IT ticketing system to receive and track trouble tickets, assign them to technical specialists, ensure tickets are resolved, and close them out with the customer and in the system. Qualifications Bachelor’s degree with at least two (2) years of relevant work experience in IT customer support, or an Associate degree with six (6) years of relevant work experience, or an H.S. diploma with at least eight (8) years of relevant work experience. Experience supporting both the Mac and Windows OS, with expertise including Windows 11 and macOS. 3+ years of technical support experience in the Microsoft suite. Experience using a ticketing system (preferably Service Now). Strong customer service and end‑user equipment support skills; preferably some experience supporting VIPs (MUST). Must be able to obtain a Public Trust clearance. Certification Requirement It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications: Foundation Certificate in IT Service Management (ITIL) v3 or higher MTA: Microsoft Technology Associate MCSA: Microsoft Certified Solutions Associate MSCE: Microsoft Certified Solutions Expert Apple Certified Associate – Mac Integration Basics (current or current -1 version) Apple Certified Support Professional (current or current -1 version) CompTIA A+ Certified Professional CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional JAMF Certified Tech JAMF Certified Expert Basic Compensation $62,890.10 - $65,884.87 yearly salary. The salary range 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. Benefits DLH Corp offers 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 provide a 401(k) Retirement Plan with a matching component and training for career development, e‑learning suites, 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. #J-18808-Ljbffr DLH Corporation