Desktop Support Technician - Level 2 Building 37

As a Desktop Support Technician - Level 2 at DLH, your primary responsibilities include configuring and supporting desktops, laptops, and various peripherals, providing enhanced user support for VIPs, and troubleshooting software issues related to NIH applications. You will also be tasked with maintaining secure IT operations by installing necessary security software and updates, managing IT tickets, and completing technical support requests. Additionally, leading special projects will be an essential part of your role.

To be qualified for the Desktop Support Technician - Level 2 position at DLH, candidates should possess a Bachelor’s degree with three years of relevant experience or an Associate degree combined with five years of technical support experience. Familiarity with current desktop and laptop computers, expertise in operating systems such as Windows 10/11, macOS, and Linux, as well as proficiency in tools like ServiceNow are also essential. Strong customer service and communication skills are critical, especially since you'll be supporting VIP users.

To enhance your chances of being hired as a Desktop Support Technician - Level 2 at DLH, skills such as experience with Active Directory, Mobile Device Management (like MobileIron or Ivanti), and working in a healthcare or clinical environment supporting connected medical devices are valuable. Certifications like Apple Certified Support Professional or Microsoft Certified Professional can also set you apart, as these demonstrate your commitment to professional growth and technical expertise.

In the role of Desktop Support Technician - Level 2 at DLH, you'll be using various tools and systems to streamline your work, including ServiceNow for incident management and trouble ticketing. Familiarity with digital support tools across Windows, macOS, and Linux operating systems will be essential for providing seamless tech support. Strong skills in customer service and effective communication are also vital in collaboration with users to resolve issues efficiently.

DLH offers an excellent benefits package for the Desktop Support Technician - Level 2 position that includes Personal Time Off (PTO), comprehensive medical, dental, and vision insurance, and supplemental life insurance. Employees also benefit from a 401(k) plan with a matching component, legal services, and extensive career development resources, including access to professional training and certification preparation, making it a great workplace for personal and professional growth.

When answering this question, highlight specific examples of your experience with operating systems such as Windows, macOS, and Linux. Discuss your hands-on experience supporting end users and troubleshooting issues. Mention any particular incidents that demonstrate your problem-solving skills and your ability to adapt to different environments and user needs.

To effectively answer this question, explain your method for assessing the urgency and impact of each ticket. Discuss any tools or ticketing systems you've used, like ServiceNow, to manage your workflow. Share an example of a time when you had to juggle multiple requests and explain how you ensured timely and effective resolutions for each.

In your response, outline a systematic approach to securing IT devices, including installation of security software, applying the latest updates, and implementing best practices for device security. You could mention your experience with different security protocols and the importance of regularly monitoring devices for potential vulnerabilities.

In answering this question, choose a specific incident that involved a VIP user. Describe the problem, the steps you took to resolve it, and how you maintained excellent communication throughout the process. Highlight any soft skills that helped you manage the situation effectively, such as patience, understanding, and professionalism.

When discussing your approach to user training, emphasize the importance of clear communication and tailoring your training techniques to the user's skill level. Provide examples of how you have successfully conducted training sessions or created user-friendly documentation. This shows interviewers that you prioritize empowering users to effectively utilize new technology.

Explain your technique for managing difficult situations, including remaining calm and empathetic. Provide an example where you helped de-escalate a tense situation through active listening and problem-solving. Your response should demonstrate your ability to maintain professionalism while addressing customer needs effectively.

Address this question by discussing specific Mobile Device Management tools you have used, such as MobileIron or Ivanti. Provide examples of how you configured and managed mobile devices, including security settings and how you supported users facing challenges with their devices. Highlight any relevant training or certifications related to these tools.

Select a project that showcases your leadership skills and ability to drive projects to successful completion. Explain your role, the challenges faced, and how you aligned your team's efforts to achieve the project goals. Conclude with the positive outcome, emphasizing how it benefited the organization or the users involved.

Discuss strategies involving ongoing learning, such as following industry news, participating in online courses or webinars, and engaging with tech communities. You can also mention any certifications or trainings you are pursuing. This shows your dedication to professional growth and your commitment to providing the best support possible.

Highlight the importance of a Public Trust clearance within the context of working for an organization like DLH, which provides services to federal programs. Explain the responsibilities tied to maintaining this clearance, and emphasize your understanding of the trust placed in you to manage sensitive information securely and ethically.