IT Support Specialist

IT Support Specialist

Baltimore, Maryland

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. With over 2,400 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 innovation to improve the lives of millions.

Job Description

The IT Support Specialist provides software and hardware technical support to a clinical research field-based investigation using Mobile Research Vehicles (MRVs). Strong customer service and communication skills are key as this role involves heavy face to face customer support. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs.

The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment.

Responsibilities

Before moving to the MRV Site:

• Contact vendors for telephone service, internet service, and backup internet service to determine whether service is available at the next scheduled site
• Work with Federal agencies through which services must be procured to schedule installation
• Inspect the availability of telephone and internet services to ensure their availability before the arrival of the MRVs and verify or confirm vendor claims for service availability
• Backup and shut down all IT-related services and remove equipment from MRVs before each MRV moves to the next site; and,
• Coordinate work with various logistic teams, provide IT and communications support and assistance to field staff, and ensure the site is prepared for network and telecommunications connections

At each new MRV site:

• Establish and test telephone and network communications for each MRV
• Reinstall IT-related equipment and re-establish required telephone and network services;
• Test all connections to ensure functionality; and,
• Monitor and manage services until the next move of MRV.

Once Operational at each MRV site:

• Serve a point of contact for telephone and network services; work with service providers and other outside vendors to ensure dependable operations; and take primary responsibility for managing repairs by service providers.
• Maintain wireless access points, DSL, cable router, and network switches on MRV to ensure all service are operating at levels required for daily operations. Failure of these services is catastrophic because operations of the MRVs require data communication with Headquarters servers. Recommend and implement procedures and necessary equipment when repairs or replacement is required. Initiate repairs as soon as possible when breakdowns are noted.
• Manage servers (Linux, Windows) on the MRV and the local area network on the MRV, including a secure wireless network.
• Create, perform, and validate backups of data collected by MRV technologists (e.g., DXA, EKG).
• Every day before the MRV tour of duty, check integrity of systems to ensure that hardware (server, router, printers, and wireless network access) and software (database server, web server, and image data server) on the MRV are performing nominally.
• Coordinate repairs if they are required even when it is necessary to travel to the MRV to do so.
• On-call whenever the MRVs are operational, including weekends. MRV operates approximately two (2) weekends a month.

Qualifications

• Bachelor's degree and 3+ years experience or Associate's degree and 5+ years experience (or equivalent experience)
• Minimum of 2 years experience in field-based operations in a biomedical research environment
• Strong customer service, communication, and end user equipment support skills; preferably with some experience support VIPs - a must
• Experience troubleshooting Windows operating systems and Microsoft 365 applications
• Familiarity with Active Directory, account management, and endpoint support
• Experience with ticketing systems and IT service management processes
• Ability to troubleshoot technical issues in both onsite and remote environments
• Ability to prioritize tasks and manage multiple support requests effectively
• Must be able to obtain a Public Trust clearance
• Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams
• Supports a mission-driven environment focused on biomedical and aging research
• Participates in team-based support operations and continuous service improvement initiatives

• Work is performed in an office setting and on occasion in a clinical research setting in a mobile research vehicle (MRV) at a remote field site with potential exposure to blood, blood products, body fluids and hazardous chemicals. There is also an unlikely exposure to electrical hazards (including electrical exposure working with telephone poles and plugging the trucks into the grid) and toxic fumes.

Preferred Qualifications

• Bachelor's degree preferred, ideally in Information Technology, Computer Science, or related field
• One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Experience within NIH, HHS, or other federal environments
• Familiarity with ServiceNow or similar ITSM platforms
• Experience supporting hybrid or remote workforce environments
• Basic understanding of cybersecurity best practices and endpoint security tools
• Experience supporting mobile devices and enterprise collaboration platforms
• Knowledge of IT asset management and hardware lifecycle support

Basic Compensation: $90,000 - $96,000 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.

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.

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