Help Desk Technician- Mid

As a Help Desk Technician-Mid at DLH Corporation, your main duties will include serving as Tier 2 support for the user community, responding to customer inquiries through various channels, and troubleshooting IT incidents. You'll also document all activities in the NIH central ticket tracking system and ensure quality control in case handling, making sure that resolutions are well recorded in our IT Knowledge Base.

To qualify for the Help Desk Technician-Mid position at DLH Corporation, candidates must have at least an Associate's degree or four years of equivalent technical experience. Additionally, two years of minimum technical experience is required, along with knowledge of both PC and Mac operating systems.

For the Help Desk Technician-Mid role at DLH Corporation, desirable qualifications include technical computer and customer service skills, experience managing ticket queues, and handling ticket assignments. Prior experience providing helpdesk support within the NIH is also highly preferred.

The Help Desk Technician-Mid position at DLH Corporation offers a competitive salary range of $60,000 to $65,000 per year. The exact salary will be determined based on the selected candidate's skills, experience, education, and internal parity.

Employees in the Help Desk Technician-Mid role at DLH Corporation enjoy a comprehensive benefits package that includes personal time off (PTO), medical, dental, vision, short and long-term disability, flexible spending accounts, and a 401(k) retirement plan with matching contributions. Additionally, DLH is committed to employee career development through training and educational assistance.

In responding to this question, discuss specific examples from your past positions where you successfully diagnosed and resolved technical issues. Highlight your familiarity with operating systems and mention any ticketing systems you've used, like ServiceNow, to demonstrate your hands-on experience.

To answer this, explain your approach to prioritizing requests based on urgency and impact. You may mention using ticketing systems to track and categorize issues and give examples of how you've managed your time in busy environments.

When discussing documentation, emphasize the importance of accuracy and detail. Outline the processes you follow, such as updating ticket systems in real-time and maintaining a knowledge base, to contribute to effective communication and team collaboration.

Talk about your proficiency in both operating systems, mentioning specific tasks you've performed, such as installations, configurations, and troubleshooting. This demonstrates versatility and adaptability in diverse environments.

In your answer, focus on soft skills such as empathy and patience. Share a specific instance where you turned a challenging customer interaction into a positive resolution, illustrating your customer service skills and emotional intelligence.

Explain your commitment to continuous learning through resources like online courses, webinars, or industry publications. Mention any relevant certifications you hold or are pursuing to showcase your dedication to professional growth in the IT field.

Provide a clear example of a situation where teamwork played a crucial role in resolving an issue. Emphasize your role in the team and how collaboration led to a successful resolution, showcasing strong interpersonal skills.

Discuss your familiarity with ticketing systems by detailing how you've used them in previous roles. Highlight key functionalities you’ve utilized, such as tracking incidents, updating statuses, and documenting resolutions.

In your response, showcase your ability to simplify complex information. Share an example where you effectively communicated technical concepts to non-technical individuals, ensuring that they understood without feeling overwhelmed.

Express your passion for problem-solving and helping others in your answer. Share how making a difference in users' experiences drives you to continue learning and striving for excellence in IT support.