Desktop Support Technician

A Desktop Support Technician at DLH Corporation is responsible for configuring, installing, and providing support for various IT devices, including desktops, laptops, and printers. You will assist in enhancing VIP user support, ensure secure operation of devices, and manage software support for NIH-provided applications. Your role is crucial in maintaining efficient operations through tracking and resolving trouble tickets using the IT ticket system.

To apply for the Desktop Support Technician role at DLH, candidates typically need a bachelor's degree with at least three years of technical support experience, or an associate degree accompanied by five years of experience. Familiarity with various operating systems, particularly Windows and macOS, is essential. Additionally, strong customer service skills and the ability to maintain a Public Trust clearance are important for this role.

At DLH Corporation, career development for Desktop Support Technicians is taken seriously. The company offers training programs and access to a best-in-class e-learning suite. Employees benefit from professional and technical certification preparation, as well as education assistance for accredited courses, ensuring continuous skill development and career advancement.

The salary range for a Desktop Support Technician at DLH Corporation is between $52,000 and $56,000 per year. The final salary offered within this range will depend on the candidate's skills, experience, education, and relevant market data. This ensures fair compensation that reflects individual qualifications.

Yes, while not mandatory, DLH Corporation prefers candidates for the Desktop Support Technician role to hold certain certifications. Ideal qualifications include being an Apple Certified Support Professional or a Microsoft Certified Professional, which can enhance your profile and provide an edge in this competitive position.

When answering this question, highlight specific instances where you successfully diagnosed and resolved technical issues. Discuss the tools and methodologies you used and how you ensured customer satisfaction throughout the process.

Share your hands-on experience with the relevant operating systems, such as Windows and macOS. Provide examples of tasks you've performed, like installations, troubleshooting, and supporting users in utilizing various applications.

Describe your approach to managing competing priorities, such as assessing severity, deadline impacts, and user needs. It showcases your organizational skills and ability to work efficiently under pressure.

Share a specific story that emphasizes your customer service skills. Highlight how you went above and beyond to understand their needs, swiftly address their issues, and ensure a high level of satisfaction.

Mention any experience with ticketing systems like ServiceNow, emphasizing your understanding of the ticket lifecycle—from logging and updating to resolution and closure. Discuss any metrics you monitored to improve response times.

Explain your understanding of security protocols such as installing security software, managing updates, and configuring devices to align with best practices. This reveals your commitment to protecting user data.

Discuss how you stay updated on technology, whether through training, online courses, or hands-on practice. This demonstrates your proactive nature and commitment to professional development.

Talk about your communication approach, focusing on active listening and empathy. Provide an example where you effectively calmed a user and resolved their issue, showing that you value their experience.

Outline your knowledge with MDM solutions like MobileIron or Ivanti, including your role in deploying, managing, and supporting mobile devices, which reflects an important skill for the Desktop Support Technician position.

Share your strategies for managing stress, such as prioritizing tasks, using checklists, and maintaining clear communication with your team or users. It highlights your effectiveness in high-pressure situations.