Desktop Support Technician - Tier II

As a Desktop Support Technician - Tier II at DLH Corporation, your primary responsibilities include providing hardware and software support to staff and end users, configuring and installing devices such as desktops, laptops, and printers, as well as offering enhanced VIP support for key users. You'll also manage the installation of security software, track IT issues through a ticketing system, and ensure all concerns are resolved promptly.

To qualify for the Desktop Support Technician - Tier II role at DLH, candidates should possess a Bachelor’s degree with at least one year of relevant IT support experience, or an Associate degree with three years of experience. Additionally, expertise in both Windows and Mac operating systems, strong communication skills, and familiarity with ticketing systems like Service Now are crucial.

Candidates applying for the Desktop Support Technician - Tier II position at DLH Corporation should ideally hold certifications such as ITIL, Microsoft Technology Associate, Microsoft Certified Solutions Associate, CompTIA A+, and others. It's required to obtain relevant certifications within three months of hire.

The Desktop Support Technician - Tier II position at DLH Corporation offers a competitive salary range of $56,000 to $63,000 annually. The exact salary within this range is determined based on the candidate’s skills, experience, and education, ensuring fair compensation for all team members.

DLH Corporation offers an excellent benefits package for Desktop Support Technicians, including personal time off (PTO), medical, dental, vision coverage, short and long-term disability, and a 401(k) Retirement Plan with matching contributions. They also emphasize career development through training and education assistance.

When discussing your experience with Mac and Windows OS, provide specific examples of troubleshooting issues you've encountered with both systems. Highlight your familiarity with various versions and any challenges you overcame, demonstrating your versatility and strong problem-solving skills in a dual-platform environment.

In answering this question, explain your approach to triaging support tickets based on urgency and impact. Share examples of how you've managed competing priorities in a fast-paced environment, ensuring critical issues are addressed promptly while balancing broader team support efforts.

Discuss the importance of listening to the user's concerns, communicating effectively, and following up after resolving issues. Provide an example that illustrates your dedication to customer satisfaction and how you ensure users feel valued and supported throughout their experience.

When answering this question, choose a specific, complex issue and walk the interviewer through your thought process. Highlight your analytical skills and the steps you took to diagnose the problem, the solution you implemented, and the positive outcome for the users involved.

Emphasize your commitment to continuous learning by mentioning resources you utilize, such as online courses, forums, or certifications. Explain how staying updated on industry trends enhances your ability to support users effectively and implement best practices.

Detail your experience with ticketing systems like Service Now. Explain how you've used these tools to track issues, prioritize requests, and ensure timely resolutions. Sharing metrics or examples of how you improved ticket resolution times will strengthen your response.

Discuss your understanding of the importance of providing exceptional service to VIP users. Share specific strategies you would employ, such as personalized communication, rapid response times, and proactive follow-ups to ensure their needs are met efficiently.

In your response, outline various security protocols you follow when installing software or troubleshooting issues. Highlight your commitment to maintaining user privacy and data security while providing efficient support.

Provide insight into your stress management techniques, such as maintaining a calm demeanor, focusing on solutions rather than problems, and using effective communication to reassure users. Share an example of a particularly stressful support situation and how you navigated it successfully.

Share your passion for technology and helping people. Discuss specific aspects of the role that excite you, such as problem-solving, working with diverse users, and the satisfaction of resolving technical issues to enhance user productivity.