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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. 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

The Hardware Deployment Team Specialist is responsible for imaging, configuring, delivering, and deploying both Mac and pc computers. Additionally, they provide high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands-on support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist manages service requests through a ticketing system and supports organizational IT initiatives and special projects.

Responsibilities

• 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

• High School diploma with at least one (1) year of experience
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems - expertise should include Windows 10 and 11; macOS (ideally 14 or higher).
• Technical support experience in the Microsoft suite.
• Experience using a ticketing system (preferably ServiceNow).
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs (MUST).
• Strong written and oral communications required.
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Bachelor's and 2 years or Associate's degree and 4+ years of technical support (or equivalent combination of education and experience).
• One or more of the following certifications is desired:
  • Microsoft Certified Professional
  • Apple Certified Support Professional
  • CompTIA Security+
  • CompTIA A+

Basic Compensation: $20.00 - $23.00 per hour

The salary/hourly 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.