Technical IT Support - Help Desk(Job 1417)

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

This role is part of a lean, customer-focused team responsible for providing application support, user account management, and technical assistance for enterprise COTS/GOTS and custom-built applications. Team members work closely with application developers, system administrators, and business stakeholders while interacting daily with end users to troubleshoot issues, deliver training, and ensure applications effectively support mission operations. Success in this role requires strong customer service, communication, and collaboration skills, with the ability to diagnose technical issues, explain solutions to non-technical users, and contribute to the continuous improvement of application support services and user experience.

Responsibilities

• Manage staff, contractor, and external user accounts on various applications
• Maintain customer satisfaction by providing remote and deskside support for COTS/GOTS applications that users rely on to perform daily tasks.
• Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.
• Respond to emails, direct messages, and dispatched requests for technical support.
• Identify, research, and recommend solutions for a variety of technical problems across the software/application portfolio based on user feedback.
• Collaborate with developers and administrators to escalate issues requiring functional, UI/UX, or backend modifications. 
• Execute manual and automated testing strategies to ensure the quality, functionality, and performance of custom-built applications.
• Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs).
• Record and document all relevant incident or problem information in the ITSM tracking platform.
• Act as a power-user of various productivity and mission-support applications to satisfy end-user needs.
• Support and deliver end-user training for common and specialized application use cases or workflows.
• Support the continual improvement of application operations based on user feedback and commonly experienced issues.
• Proficiency in designing and developing websites on Google Sites. 
• Ability to gain and/or maintain a Public Trust clearance.

Qualifications

• Bachelor’s degree in Computer Science or Information Systems, business, mathematics or related field and 1 year of relevant IT experience OR an Associate's degree in Computer Science or Information System, business, mathematics or related field and 3 years of relevant IT experience 
• Experience as a power user in all of the following technologies is required: Google Workspace, Microsoft 365, and Slack.
• Experience using Service Desk ticketing systems such as ServiceNow for incident management, problem management, and request fulfillment.
• Strong written and oral communication skills are required, and expertise in communicating with customers.
• Must be able to obtain a Public Trust clearance 

Desired Qualifications

• Experience using custom-built, task-tracking tools is a plus.
• Comprehensive knowledge of Google Workspace is a plus. 
• Basic programming/scripting/LCNC skills are a plus.
• Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Help Desk Institute (HDI), or similar certifications.

Basic Compensation: $70,000 - $75,000 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.