Service Desk Specialist
US$51,000 – US$60,000 / yr base salary
Posted 16 Sep 2026
Advertised as “Service Desk Specialist II (Job 1467)”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- II
- Expected experience
- 2+ yrs
- Management level
- Individual contributor
| Base salary | US$51,000 – US$60,000 / yr |
|---|
CertificationsBachelor’s Degree, Microsoft Certified Professional (MCP), Jamf Certified Associate, Apple Certified Support Professional (ACSP), CompTIA A+, Security+, CompTIA Network+, CompTIA Linux+, Cisco CCNA, ITIL Foundations, HDI Support Center Technician, HDI-Desktop Support Technician
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
Providing hardware and software support to a diverse staff and end-user population. Experience supporting both Mac and Windows Operating Systems. Ability to quickly diagnose and troubleshoot customer concerns and address or route to appropriate support resources for resolution. Strong customer service and communication skills are key as this role involves direct customer interaction.
Responsibilities
- Responsible for receiving and updating incoming service support requests (tickets), evaluating and assigning to a technical resource (possibly themselves or another functional area) for resolution and closure.
- Provides technical support to customers via chat, telephone, email, and via remote support tools, such as Bomgar.
- Receives, tracks, answers, resolves, escalates, and monitors to closure end-user and technical staff calls.
- Categorize, prioritize, and log all Incidents (e.g., inquiries/problems/Service Requests) in the Service Desk Incident system.
- Monitor Incidents (i.e., Service Desk Incidents) and escalate per policies and procedures until Resolution and end-user satisfaction are achieved.
- Verify that all records (e.g., inventory, asset and configuration management records) are updated to reflect completed/Resolved Service Requests (e.g., IMACs).
- Providing enhanced VIP desktop and user support service.
- Troubleshoot and resolve customer login and account-related services.
- Provide expert functional and process "how-to" assistance for in-scope applications (such as M365) at Level 1 and escalate to Level 2 or 3 resources as required.
- Providing remote software support for users of NIH-provided applications (as identified by the task).
- Ability to work well under pressure and to meet deadlines as needed. Support established service level agreement (SLA) thresholds and key performance indicators (KPIs).