layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Technical IT Support Specialist, Associate (Job 1471) at DLH

Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third-party applications
Follow relevant procedures to resolve tasks and fulfill requests within agreed-upon service level agreements (SLAs)
Provide outstanding customer service both desk-side and using remote tools such as Bomgar, Microsoft Teams, and WebEx
Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule
Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline
Run diagnostic tests to isolate system problems and make recommendations for potential solutions for Operating System (OS) issues, MS Office software, and endpoint imaging solutions
Respond to telephone calls, emails, and dispatched requests for technical support
Familiarity with the following operating systems is preferred: mac OS 13 and above, Windows 10 and/or 11
Perform IT deliveries and pickups to designated locations using the provided delivery vehicle
Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints
Follow set policies and procedures to ensure proper handling of requests
Qualification
Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science, or engineering, etc.), or an Associate's degree with 2 years, or High School Diploma with 4 years of relevant experience.
Professional experience troubleshooting Windows & Mac, supporting client configurations, and network access in an enterprise environment
Experience with enterprise-level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Bomgar, MS Teams, Cisco WebEx)
Strong customer service skills
Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions, as well as in writing
Experience with creating and managing Excel spreadsheets
Valid driver's license and safe driving record. Ability to drive to multiple local sites and be comfortable driving different-sized vehicles. Ability to safely transport equipment between locations
Must be able to obtain a Public Trust clearance
Desired Qualifications
Experience supporting a hospital/clinical research laboratory environment
Experience using ServiceNow for incident management, problem management, and request fulfillment
One or more OS-related vendor certifications (Apple, Linux, Microsoft)
Basic Compensation: $51,000 - $57,000 yearly salary

Technical IT Support Specialist, Associate (Job 1471)

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