Desktop Support Technical Lead - Building 37

As a Desktop Support Technical Lead at DLH, your key responsibilities include configuring and supporting various devices, providing VIP desktop support, and ensuring the secure operation of IT devices. You'll manage ticketing systems, perform troubleshooting, and lead special projects while training junior staff.

To qualify for the Desktop Support Technical Lead role at DLH, candidates must have either a bachelor's degree with five years of technical support experience or an associate's degree with eight years of related experience. Proficiency in operating systems such as Windows and macOS is essential.

Essential skills for the Desktop Support Technical Lead role at DLH include strong customer service abilities, technical expertise in desktop and laptop support, and familiarity with various operating systems. Excellent communication skills and experience using ServiceNow are also noteworthy.

In your role as a Desktop Support Technical Lead at DLH, you'll support desktops, laptops, handheld devices, printers, and other peripherals, ensuring they operate efficiently and meet user needs.

DLH offers a comprehensive benefits package for Desktop Support Technical Lead positions, including PTO, medical, dental, vision insurance, a 401(k) retirement plan with matching, and professional development training opportunities.

When troubleshooting, I begin by gathering detailed information about the issue from the user, then replicate the problem if possible. I prioritize systematic elimination of potential causes, document my findings, and continually communicate updates to the user.

I have actively used ServiceNow for incident management, where I logged issues, tracked resolutions, and fulfilled requests. My experience includes ensuring all tickets are updated and closed after thorough resolution to enhance customer satisfaction.

To secure IT devices, I begin with configuring devices with security software, ensuring all operating systems and applications are up to date. I also enforce security policies and educate users on best practices to mitigate risks.

When supporting VIP clients, I prioritize their requests, ensuring prompt and personalized attention. I maintain clear communication and adapt to their specific needs, providing solutions quickly while maintaining confidentiality and professionalism.

One challenging issue involved a network connectivity problem that affected multiple users. I conducted a thorough investigation, collaborating with network teams, and quickly identified and resolved the configuration error, restoring access without significant downtime.

I am most familiar with Windows 10 and 11, macOS (from version 13.0 onwards), and Linux (particularly Ubuntu). This experience allows me to support diverse user environments effectively.

I prioritize tasks by assessing their urgency and impact on users. Using a ticketing system, I focus on high-priority incidents first while keeping clear communication with users regarding estimated resolution times.

Documentation is critical in technical support as it provides a reference for recurring issues, helps train new staff, and ensures consistent service quality. I always document my troubleshooting steps and solutions for future reference.

I would first listen to the user and gather details about the software issue. Then, I would replicate the issue, conduct research if necessary, and guide the user through troubleshooting steps while keeping them informed of my progress.

I enjoy the problem-solving aspect of desktop support, where each user’s issue is unique. I find it rewarding to analyze problems and provide tailored solutions while positively impacting users’ experiences.