DLH
health and national security readiness solutions
ITSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Support Specialist at DLH. Skills: IT Support, Customer Service, Troubleshooting, Network Management. Provide software and hardware technical support. Resolve technical issues”
What You'll Achieve.
ensure high-quality customer support; ensure all service are operating at levels required for daily operations; Failure of these services is catastrophic; Initiate repairs as soon as possible when breakdowns are noted; ensure that hardware and software on the MRV are performing nominally
Industry & Context.
troubleshooting skills; resolve technical issues; troubleshoot technical issues
On-call whenever the MRVs are operational, including weekends, MRV operates approximately two (2) weekends a month, potential exposure to blood, blood products, body fluids and hazardous chemicals, unlikely exposure to electrical hazards, toxic fumes
What They're Looking For.
Must Have
3+ years experience or Associate's degree and 5+ years experience, 2 years experience in field-based operations in a biomedical research environment, customer service, communication, end user equipment support, support VIPs, troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, account management, endpoint support, ticketing systems, IT service management processes, troubleshoot technical issues in both onsite and remote environments, prioritize tasks, manage multiple support requests effectively, obtain a Public Trust clearance
Nice to Have
Bachelor’s degree, Apple Certified Support, CompTIA Security+, CompTIA A+, JAMF Certified, Microsoft 365 Certified: Modern Desktop Administrator Associate, Experience within NIH, HHS, or other federal environments, ServiceNow or similar ITSM platforms, supporting hybrid or remote workforce environments, Basic understanding of cybersecurity best practices, endpoint security tools, supporting mobile devices, enterprise collaboration platforms, IT asset management, hardware lifecycle support
What You'll Do.
Provide software and hardware technical support
Resolve technical issues
Assist users with IT requests
Ensure high-quality customer support
Contact vendors for telephone service
Work with Federal agencies
Inspect availability of telephone and internet services
Backup and shut down IT services
Remove equipment from MRVs
Coordinate work with logistic teams
Provide IT and communications support
Establish and test telephone and network communications
Reinstall IT-related equipment
Re-establish telephone and network
Maintain wireless access points
Manage local area network
Validate data backups
Check integrity of systems
How You'll Work.
Team & Collaboration
Work closely with end users; Work with system administrators; Work with cybersecurity staff; Work with enterprise IT teams; Participates in team-based support operations
Communication Scope
customer service and communication skills are key; excellent customer service; communication
Full Job Description
About Us 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, and simulation, and more. With over 2,400 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. Overview The IT Support Specialist provides software and hardware technical support to a clinical research field-based investigation using Mobile Research Vehicles (MRVs). Strong customer service and communication skills are key as this role involves heavy face to face customer support. This role serves as the primary point of contact for resolving technical issues, assisting users with IT requests, and ensuring high-quality customer support across NIA offices and research programs. The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment. Responsibilities Before moving to the MRV Site: Contact vendors for telephone service, internet service, and backup internet service to determine whether service is available at the next scheduled site Work with Federal agencies through which services must be procured to schedule installation Inspect the availability of telephone and internet services to ensure their availability before the arrival of the MRVs and verify or confirm vendor claims for service availability Backup and shut down all IT-related services and remove equipment from MRVs before each MRV moves to
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