Hiring: Service Desk Specialist II (Job 1467) Company: DLH Corporation Location: Bethesda, MD Job Posted Time: 2026-09-16 18:25:40 Employment Type: Remote Target Skills & Keywords : AI, Android, Configuration Management, Digital Transformation, Linux, Microsoft Office, ServiceNow, Systems Engineering, VPN, iOS About the job Experience: •2+ years of technical support experience in Microsoft Suite. •2 years of technical support (or equivalent combination of education and experience). Experience supporting the National Institutes of Health. Required Skills: •Lead and oversee receiving and updating incoming service support requests (tickets), evaluating and assigning to a technical resource (possibly themselves or another functional area) for resolution and closure. •Provides technical support to customers via chat, telephone, email, and via remote support tools, such as Bomgar. •Receives, tracks, answers, resolves, escalates, and monitors to closure end-user and technical staff calls. •Categorize, prioritize, and log all Incidents (e.g., inquiries/problems/Service Requests) in the Service Desk Incident system. •Monitor Incidents (i.e., Service Desk Incidents) and escalate per policies and procedures until Resolution and end-user satisfaction are achieved. •Verify that all records (e.g., inventory, asset and configuration management records) are updated to reflect completed/Resolved Service Requests (e.g., IMACs). •Providing enhanced VIP desktop and user support service. •Troubleshoot and resolve customer login and account-related services. Qualifications: •Knowledge of current desktop and laptop computers. •Possess an understanding of Mac OS X applications and tools, as well as Windows 11 Applications and tools. •Demonstrate experience with LAN, WAN, VPN, MS Office, Mobile Devices (iOS/Android), Outlook/Exchange, and Active Directory •Independently evaluating and resolving computer, system, and user problems, including account lockouts, compatibility conflicts, application operations, hardware malfunctions, and Mac upgrade problems. •Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs. •Strong written and oral communication skills required. •Must be able to obtain a Public Trust clearance •Bachelor's degree and 2 years of technical support (or equivalent combination of education and experience). Experience supporting the National Institutes of Health. •Demonstrated ability to communicate orally and in writing. •Passionate about delivering exemplary customer service. Compensation: •Competitive benefits and rewards package •000 yearly salary ($24.52 - $28.85/hr) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!