Help Desk Technician
DLH · Posted Nov 13, 2026
- Bethesda, Maryland, United States
- Associate
- $29–$31 per hour
- 2+ years
Provide Tier 2 IT support to end-users within the organization, troubleshooting and escalating IT incidents while maintaining service quality standards.
Compensation
Basic Compensation: $28.84 - $31.25 per hour
Responsibilities
- Serves as the Tier 2 Support for the computer user community.
- Responds to customers via phone, in person, and through remote support channels.
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or elevate outside the Service Desk according to service level guidance.
- Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per service standards.
- Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
Requirements
- Bachelor's degree
- Associate's degree
- High School diploma