Senior Application Support Specialist (Job 1133)

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, 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.

Overview

The Desktop Technician will be providing hardware and software support to a diversified staff and end user population. Experience supporting both the Mac and Windows OS. Strong customer service and communication skills are key as this role involves heavy face to face customer support.

Responsibilities

• Provide critical Tier 1 and Tier 2 application support services ensuring swift resolution of technical issues, seamless user experience, root cause resolution, and consistent SLA achievement
• Train new support personnel
• Manage ServiceNow ticketing system workflows
• Create Active Directory Accounts and LDAP groups
• Act as the essential bridge between end users and technical teams
• Utilize Jira and Confluence to support Agile project tracking and workflow management
• Oversee user provisioning and deprovisioning to maintain timely and secure system access
• Use GitHub to review, merge, and manage code updates
• Create/Update Standard Operating Procedures (SOPs) and Knowledge Articles

Qualifications

• Bachelor’s and 6 years or Associate’s degree and 8+ years of application support (or equivalent combination of education and experience
• Experience supporting current operating systems, including Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
• Experience with Jira, GitHub, and Okta
• Experience using ServiceNow for incident management, problem management, and request fulfillment
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs
• Strong written and oral communications are required
• Ability to gain and/or maintain a Public Trust clearance.

Desired Qualifications

• Experience supporting the National Institutes of Health
• Bachelor’s degree preferred, ideally in Computer Science, Information Systems, or Social Science
• Experience providing application support in a healthcare/clinical environment
• One or more of the following certifications is desired:
• Apple Certified Support Professional
• Microsoft Certified Professional
• CompTIA Security+
• CompTIA A+

Basic Compensation: $65,000 - $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.