Desktop Support Technician, Associate

This job opportunity is part of a RFP process; candidates are invited to submit their resumes detailing relevant experience.

Job Title: Desktop Support Technician, Associate

Work Location: Washington DC (Onsite) or New York, New York

Clearance: Public Trust

Required: US citizen or Lawful Permanent Resident

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Job Summary

LCG’s Growth Team is seeking an experienced Desktop Support Technician, Associate. The Desktop Support Technician, Associate provides both phone and in-person technical support for users, addressing issues related to email, directories, computer operating systems, desktop applications, and other deployed or developed applications. This role serves as a primary point of contact for troubleshooting hardware, software, and printer issues across various computer systems, including PC and Mac. The technician will handle and triage all Office of Financial Research (OFR) requests, resolving technical issues promptly and escalating complex cases to Tier II or Tier III support as needed.

Key Tasks And Responsibilities

• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.
• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
• Document support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNow.
• Install, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and Zoom.
• Configure and support network protocols, including TCP/IP and wireless connections.
• Set up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipment.
• Manage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboarding.
• Provision multi-factor authentication (MFA) solutions using YubiKeys or equivalent security measures.
• Perform root cause analysis and generate requested reports from ServiceNow.
• Participate in an after-hours support rotation as needed.
• The IT Help Desk functions as a central support hub for OFR staff, working in collaboration with OFR technical employees. The Help Desk provides a wide range of IT services, including:
• Call Center and Help Desk support
• Telecommunications (phone systems, iPhones)
• Cabling services and network support
• Audio/Visual (A/V) support for meetings, conferences, and briefings
• Configuration management, including deployments, imaging, and provisioning
• Software packaging and distribution
• IT asset management, tracking, and inventory control
  

Qualifications

• High School Diploma required
• 5-8 years of experience in IT operations, with a track record of applying innovative approaches and new technologies to technical support tasks
• Technical Skills and Expertise:
• Proficiency in Active Directory, Windows Server, and Workstation OS (Windows 10/11, Server 2019)
• Experience with Microsoft Configuration Manager Console (SCCM) and MS Intune (preferred)
• Strong background in supporting Office 365 environments, including Microsoft Teams
• Familiarity with iPhone MDM solutions and multi-factor authentication (MFA) tools (e.g., security tokens)
• Experience with VMware Horizon VDI environments
• Knowledge of remote desktop connectivity tools such as BeyondTrust Remote Assistance, Microsoft RDP, and Zscaler

• Certifications (Preferred):
• CompTIA A+
• CompTIA Security+
• ITIL
  

Compensation And Benefits

The projected compensation range for this position is $58,600 to $72,000 year benchmarked in the Washington, D.C. metropolitan area. The target salary is $66,100. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

This job opportunity is part of an RFP process; candidates are invited to submit their resumes detailing relevant experience.