Hardware Deployment Team Specialist (Job 883)

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, simulation, and more. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Responsibilities:

• Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third-party applications
• Follow relevant procedures to resolve tasks and fulfill requests within agreed-upon service level agreements (SLAs)
• Provide outstanding customer service both deskside and using remote tools such as Bomgar, Microsoft Teams, and WebEx
• Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule
• Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline
• Run diagnostic tests to isolate system problems and make recommendations for potential solutions for Operating System (OS) issues, MS Office software, and endpoint imaging solutions
• Respond to telephone calls, and emails, and dispatched requests for technical support
• Familiarity with the following Operating Systems is preferred: Mac OS 13 and above, Windows 10 and/or 11
• Perform IT deliveries and pickups to designated locations using the provided delivery vehicle
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints
• Follow set policies and procedures to ensure proper handling of requests

Requirements:

• Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc).  Or an Associate degree with at least two (2) years of relevant work experience or H.S. diploma with at least four (4) years of relevant work experience.
• Professional experience troubleshooting Windows & Mac, supporting client configurations, and network access in an enterprise environment
• Experience with enterprise-level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Bomgar, MS Teams, Cisco WebEx,)
• Strong customer service skills
• Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions, as well as in writing
• Experience with creating and managing Excel spreadsheets
• Valid driver's license and safe driving record. Ability to drive to multiple local sites; and be comfortable driving different sized vehicles. Ability to safely transport equipment between locations
• Ability to obtain a Public Trust Clearance

Desired Qualifications:

• Experience supporting a hospital/clinical research laboratory environment
• Experience using ServiceNow for incident management, problem management, and request fulfillment
• One or more OS-related vendor certifications (Apple, Linux, Microsoft)
• Warehouse and tracking inventory experience

Basic Compensation: $52,000 - $55,623 yearly salary

The salary offered within this range will be based on the selected candidates’ skills, experience, education, market data, and internal parity. DLH may offer other rewards, including performance incentives and program-specific awards.  An applicant’s salary history will not be used to determine compensation.

Benefits

DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services, and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.