Desktop Support Technician
US$79,000 – US$88,500 / yr base salary
Posted 14 Oct 2026
Advertised as “Senior Desktop Support Technician (Job 1484)”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- Individual contributor
| Base salary | US$79,000 – US$88,500 / yr |
|---|
Field of studyComputer Science, Information Technology (or related)
Study levelBachelor's
CertificationsApple Certified Support Professional, Security+, CompTIA A+, Jamf Certified Associate, Microsoft 365 Certified: Modern Desktop Administrator Associate
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. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.
Overview
The Sr Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment. 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
- Provide tier 2/3 helpdesk support and resolution for all users with hardware, software, and application problems utilizing available tools while following policies and procedures for the handling of support cases.
- Perform the core IT support duties in accordance with industry best practices related to IT Service Management (ITSM).
- Ensure professional and personal service, and develop relationships with customers, third-party IT providers, and other IT Teams within NIA.
- Provide installation and configuration of mobile [devices] as approved by the Agency, including maintaining MDM compliance.
- Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers using Windows, Macintosh, Linux, and Unix.
- Configure new computers per NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems.
- Support NIA NIH IRP-specific software, such as but not limited to citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.
- Create, delete, and manage user accounts in Active Directory; conduct user data restoration from enterprise backup; perform general help desk tasks.