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Tier 1 QM Support (Job 968)

Bethesda, Maryland

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. 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 innovation to improve the lives of millions.

Overview

The Help Desk Support Technician I provides first-level IT support by handling phone, in-person, and remote requests, resolving or escalating issues per service level agreements. The role includes basic system troubleshooting, maintaining compliance with security policies, and ensuring excellent customer service while supporting continuous improvement efforts.

Responsibilities

  • Monitor the user support phone line and inbound ticket queue for the Service Desk. 
  • Provide phone support, triage tickets, and escalate as appropriate.
  • Provide responsive support for walk-in customers and ad-hoc desk-side support as
  • Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements ( SLAs).
  • Provide outstanding customer service both at the desk-side and via remote tools such asBomgar, Cisco Jabber, Skype forBusiness, and WebEx.
  • Assist with systems administration, troubleshooting, and resolutions.
  • Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
  • Establish productive working relationships and maintain effective communications with teammates and users.
  • Contribute ideas in support of continuous improvement goals.

Qualifications

  • Associate's Degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
  • One year of general
  • Ability to obtain a Public Trust Clearance

Desired Qualifications

  • ITIL v3 Foundation certification and experience in an ITIL-driven
  • One or more HDI certifications: Customer Service Representative, SupportCenterAnalyst, Desktop Support Technician, or Technical Support Professional.
  • Experience using ServiceNow for incident management, problem management, and request management
  • One or more OS-related vendor certifications (Apple, Linux, Microsoft).
  • One or more vendor-independent certifications such as those fromCompTIA (A+, N+, Project+, Security+, etc.).
  • Experience supporting Scientific instruments
  • Experience with remote and mobile-enabled users
  • Knowledge of Network Operations and
  • Understanding of Cloud or High-Performance Computing Environments
  • Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial-Off-The-Shelf) desktop software and hardware in a networked environment running Windows, Mac, and/or Linux OS.
  • Experience with enterprise-level ticketing systems such as ServiceNow, Remedy,
  • Experience with remote collaboration and support tools (Bomgar, Cisco Jabber, Skype for Business, WebEx).
  • Exceptional customer service
  • Proven ability to effectively and confidently communicate concepts and instructions - in speaking and writing -with technical and nontechnical customers.

Basic Compensation: $25.03 - $27.94 per hour

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.

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