Desktop Support Technician

As a Desktop Support Technician at DLH Corporation, your primary responsibilities will include configuring, installing, and supporting a wide range of IT devices such as desktops and laptops, as well as peripherals like printers. You’ll also be responsible for providing enhanced VIP support, incident management using our ticketing system, and ensuring all devices are securely configured. Additionally, training and supporting users on NIH-provided software will be a key part of your role.

To qualify for the Desktop Support Technician position at DLH Corporation, candidates typically need a Bachelor's degree with at least three years of technical support experience or an Associate's degree along with five or more years of experience. Expertise in operating systems such as Windows, macOS, and Linux is essential, as well as experience with customer service and using ServiceNow for incident management.

Absolutely! At DLH Corporation, we are committed to helping our employees grow and succeed. As a Desktop Support Technician, you will have access to our best-in-class e-learning suite for both formal and informal learning, technical certification preparation, and educational assistance at accredited institutions. We want to see you thrive in your career!

As a Desktop Support Technician at DLH Corporation, you’ll provide a variety of IT support, including troubleshooting hardware and software issues, managing incidents through a ticketing system, and offering direct support to users of NIH applications. You’ll work directly with end-users to resolve technical problems and ensure efficient operation of their IT equipment.

The Desktop Support Technician position at DLH Corporation offers a competitive salary range of $56,000 to $62,000 per year. Salaries will be determined based on your skills, experience, education, and market data, ensuring that you are compensated fairly for your expertise.

To effectively answer this question, provide specific examples of common desktop problems you've encountered and the steps you took to resolve them. Highlight your logical approach to troubleshooting, analytical skills, and any relevant experience with operating systems, particularly Windows and macOS.

Discuss your strategy for prioritizing support tickets based on urgency and impact on the user. Mention your experience using ticketing systems, like ServiceNow, and your effective communication skills when updating clients on ticket status to ensure transparency and trust.

In your response, discuss the importance of security software installation, regular updates, and secure configurations. Provide examples of how you've implemented or managed security protocols in your previous roles to protect sensitive data and devices.

When answering, emphasize your understanding of the unique needs of VIPs, such as the importance of prompt service and confidentiality. Provide examples of how you prioritized their requests and met their expectations, showcasing your exceptional customer service skills.

Share how you proactively seek out knowledge regarding new technologies and changes in your field. Mention attending workshops, online courses, or being engaged in IT communities that keep you informed and up to date on emerging trends and tools.

Explain how you remain calm and centered, actively listen to the customer’s concerns, and address their issues with empathy. Provide a past example to demonstrate how you resolved a challenging situation and ensured the customer's satisfaction.

Discuss your familiarity with Active Directory, detailing any specific tasks you've completed such as user account management, permissions management, or troubleshooting group policy issues. Show how these experiences prepare you for the responsibilities at DLH Corporation.

In your answer, highlight your communication strategies, such as using ticketing systems to update the team on the status of issues or setting up regular check-ins. Emphasize the importance of teamwork and sharing knowledge to ensure smooth support processes.

Mention any relevant certifications such as CompTIA A+ or Microsoft Certified Professional that demonstrate your qualifications for the Desktop Support Technician role at DLH. Provide context on how these certifications have enhanced your skills and understanding of technical support.

Articulate your interest in DLH Corporation, mentioning its mission, values, and your alignment with the company's commitment to innovation and service in the health sector. Show enthusiasm for contributing to their goals and assisting users effectively.