LCG, Inc. · 2 days ago
Desktop Technician, Junior
Bethesda, MD
Full-time
Hybrid
Entry Level
$48K/yr - $60K/yr
3+ years expLCG, Inc. is seeking a Junior Desktop Support Technician to provide end-user deskside and remote support for various devices in a fast-paced customer environment. The role involves troubleshooting hardware and software issues, managing tickets, and ensuring compliance with security requirements.
Health CareInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
End-User Deskside and Remote Support Provide deskside and remote troubleshooting and “how-to” support for hardware, software, peripherals, printers, mobile devices, and network connectivity
Support Microsoft Windows and Apple macOS environments, including configuration, break/fix, and user setup
Support and troubleshoot wired, wireless, and VPN connectivity, including authentication and access issues
Support local/network/label printers, copiers, scanners, and shared multi-function devices
Perform user data backups, restoration, settings preservation, and system refresh activities as needed
Coordinate loaner device issuance and maintain loaner readiness, tracking inventory weekly
Service Desk & Ticket Lifecycle Ownership Log, update, and resolve incidents and requests using an ITSM platform (e.g., ServiceNow preferred)
Maintain ownership of assigned incidents/requests through resolution, including follow-up with other support groups
Meet defined AQL and SLA standards for acknowledgment, progress updates, work notes, and ticket closure documentation
Participate in queue management activities, appointment coordination, and customer communications
Endpoint Management, Imaging, and Patch Support (Exposure/Support Role) Support imaging services for Windows and macOS endpoints using Microsoft MECM and Jamf Pro
Assist with monthly patching and software deployments for Windows and macOS systems, including third-party applications (e.g., Chrome, Adobe, Cisco VPN, Firefox, Safari, Office 365)
Support CIS baseline configuration activities, including use of Jamf Pro configuration profiles and Group Policy
Help ensure laptops/desktops are configured with full disk encryption and that encryption keys are stored properly in secured systems
Security Compliance & Vulnerability Remediation Identify and remediate security vulnerabilities and configuration findings for endpoints in accordance with NIH security policies
Assist the Client IT Security team with incident response remediation activities and time-sensitive security requests (e.g., 0-day vulnerability response)
Help ensure endpoints meet compliance requirements including encryption at rest/in transit, antivirus, CDM agents, and baseline hardening
Documentation, Training, and Continuous Improvement Develop and maintain technical documentation, SOPs, checklists, diagrams, training materials, and customer communications
Create or update user guides for collaboration tools, conference room technology, and common service desk requests
Support basic training sessions (town halls/brown bags) on tools such as Teams, Zoom, WebEx, OneDrive, and NIH Box
Contribute to service improvements through analysis of ticket trends, recurring issues, and customer satisfaction feedback
Conference Room & Collaboration Tool Support Provide basic support for conference room and meeting solutions including Teams, Zoom, WebEx, Apple TV/AirPlay, and other AV systems
Assist with dry runs and live meeting/event support as needed, including for high-visibility events
Asset & Lifecycle Support Assist with tracking and maintaining accurate IT asset information in the Client Asset Management System (AMS)
Support hardware refresh, deployment, sanitization, surplus, and secure disposal activities
Qualification
Required
Public Trust clearance
3+ years experience (or equivalent combination of education and experience) supporting end-users with hardware and peripherals troubleshooting
3+ years experience (or equivalent combination of education and experience) supporting end-users with Windows and macOS operating systems support
3+ years experience (or equivalent combination of education and experience) supporting end-users with imaging / deployments
3+ years experience (or equivalent combination of education and experience) supporting end-users with software installation and troubleshooting
3+ years experience (or equivalent combination of education and experience) supporting end-users with network connectivity (wired/wireless/VPN)
3+ years experience (or equivalent combination of education and experience) supporting end-users with security compliance practices
3+ years experience (or equivalent combination of education and experience) supporting end-users with Active Directory basics and endpoint support tools
CompTIA A+ certification
Apple Certified Support Professional (ACSP) certification
ITIL 4 certification
Strong troubleshooting methodology and ability to prioritize incidents based on impact/urgency
Clear communication (verbal/written), professional customer engagement, and documentation habits
Ability to work in a structured environment with strict security policies and deadlines
Ability to work independently while collaborating with federal leads and cross-functional IT teams
Ability to lift/transport IT equipment and perform deskside support tasks
Must be reliable and able to work across multiple buildings/facilities as needed
Preferred
Bachelor's degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management)
Proficiency supporting and troubleshooting Apple macOS, Apple iOS, and Microsoft Windows
Proficiency supporting and troubleshooting Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams)
Experience providing remote support using tools such as Bomgar or Microsoft Remote Desktop Services
Working knowledge of ITSM tools (ServiceNow preferred; Remedy or Cherwell acceptable)
Ability to create clear technical documentation and end-user guides
Exposure to security hardening concepts (CIS baselines, encryption, patching, vulnerability remediation)
Ability to deliver basic user training and support customers with varying technical skill levels
Strong customer service skills and familiarity with IT Service Management concepts and SLAs
Benefits
Health insurance options (medical, dental, vision)
Life and disability insurance
Retirement plan contributions
Paid leave
Federal holidays
Professional development
Lifestyle benefits
Company
LCG, Inc.
LCG is an information technology company specializing in scientific research support, grants management, and health IT services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Melissa McCullough
Executive Vice President and CFO
Carey Parrett, MBA
Vice President and Chief Delivery Officer
Company data provided by crunchbase