IT Support Specialist (Job 1365)

<p class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><strong>About Us</strong></span></p> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> </div> </div> </div> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Overview</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Responsibilities</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Before moving to the MRV Site:</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Contact vendors for telephone service, internet service, and backup internet service to determine whether service is available at the next scheduled site</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work with Federal agencies through which services must be procured to schedule installation</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Backup and shut down all IT-related services and remove equipment from MRVs before each MRV moves to the next site; and,</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Coordinate work with various logistic teams, provide IT and communications support and assistance to field staff, and ensure the site is prepared for network and telecommunications connections</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">At each new MRV site:</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Establish and test telephone and network communications for each MRV</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Reinstall IT-related equipment and re-establish required telephone and network services;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Test all connections to ensure functionality; and,</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Monitor and manage services until the next move of MRV.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Once Operational at each MRV site:</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve a point of contact for telephone and network services; work with service providers and other outside vendors to ensure dependable operations; and take primary responsibility for managing repairs by service providers.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintain wireless access points, DSL, cable router, and network switches on MRV to ensure all service are operating at levels required for daily operations. Failure of these services is catastrophic because operations of the MRVs require data communication with Headquarters servers. Recommend and implement procedures and necessary equipment when repairs or replacement is required. Initiate repairs as soon as possible when breakdowns are noted.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage servers (Linux, Windows) on the MRV and the local area network on the MRV, including a secure wireless network.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Create, perform, and validate backups of data collected by MRV technologists (e.g., DXA, EKG).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Every day before the MRV tour of duty, check integrity of systems to ensure that hardware (server, router, printers, and wireless network access) and software (database server, web server, and image data server) on the MRV are performing nominally.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Coordinate repairs if they are required even when it is necessary to travel to the MRV to do so.</strong></span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>On-call whenever the MRVs are operational, including weekends. MRV operates approximately two (2) weekends a month.</strong></span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Qualifications</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree and 3+ years experience or Associate’s degree and 5+ years experience (or equivalent experience)</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Minimum of 2 years experience in field-based operations in a biomedical research environment</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong customer service, communication, and end user equipment support skills; preferably with some experience support VIPs - a must</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience troubleshooting Windows operating systems and Microsoft 365 applications</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with Active Directory, account management, and endpoint support</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with ticketing systems and IT service management processes</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to troubleshoot technical issues in both onsite and remote environments</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to prioritize tasks and manage multiple support requests effectively</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Must be able to obtain a Public Trust clearance</strong></span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Works closely with end users, system administrators, cybersecurity staff, and enterprise IT teams</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Supports a mission-driven environment focused on biomedical and aging research</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Participates in team-based support operations and continuous service improvement initiatives</span></li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work is performed in an office setting and on occasion in a clinical research setting in a mobile research vehicle (MRV) at a remote field site with potential exposure to blood, blood products, body fluids and hazardous chemicals. There is also an unlikely exposure to electrical hazards (including electrical exposure working with telephone poles and plugging the trucks into the grid) and toxic fumes.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Preferred Qualifications</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree preferred, ideally in Information Technology, Computer Science, or related field</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">One or more of the following certifications is desired: Apple Certified Support Professional; CompTIA Security+; or CompTIA A+; or JAMF Certified Associate; or Microsoft 365 Certified: Modern Desktop Administrator Associate.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience within NIH, HHS, or other federal environments</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with ServiceNow or similar ITSM platforms</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience supporting hybrid or remote workforce environments</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic understanding of cybersecurity best practices and endpoint security tools</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience supporting mobile devices and enterprise collaboration platforms</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of IT asset management and hardware lifecycle support</span></li> </ul> <p style="margin: 0px !important; padding: 0px !important; font-family: Arial; font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Basic Compensation: $90,000 - $96,000 yearly salary</strong></span></p> <p style="margin: 0px !important; padding: 0px !important; font-family: Arial; font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law.</span></p> <p style="margin: 0px !important; padding: 0px !important; font-family: Arial; font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">&nbsp;</span></p> <p style="margin: 0px !important; padding: 0px !important; font-family: Arial; font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong style="color: rgb(0, 0, 0); background-color: transparent;">Benefits</strong></span></p> <p style="margin: 0px !important; padding: 0px !important; font-family: Arial; font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0); background-color: transparent;">DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&amp;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.</span></p> </div> </div> </div><div class="content-conclusion"><p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><strong>EEO</strong></span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment.&nbsp; DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span data-olk-copy-source="MessageBody">DLH is committed to maintaining a fair and authentic interview process</span></span></p></div>