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LCG, Inc. · 1 day ago

Desktop Support Technician, Associate

Bethesda, MD

Full-time

Onsite

Entry Level

$55K/yr - $65K/yr

3+ years exp

LCG, Inc. is seeking a Desktop Support Technician, Associate to support an institute at the National Institutes of Health (NIH) located in Bethesda, MD. The role involves troubleshooting and supporting various operating systems and applications while providing excellent customer service and technical support to campus staff.

Health CareInformation Technology

Growth Opportunities

No H1B

Security Clearance Required

Responsibilities

Help Desk Specialists supporting campus staff must be proficient in configuring, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft Windows operating systems and fielding related how-to questions

Candidates must be proficient in supporting MicrosoftOffice365, (including, but not limited to)

Microsoft Outlook, Word, Excel, Power Point, Skype, OneDrive, Teams, and Zoom for Mac and Windows

Candidates must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft’s Remote Desktop Services, and/or SolarWinds Dameware

Candidates must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow(preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA)

Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures

Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities

Candidates must have experience in developing training materials and provide training to users with various skill levels

Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed

Qualification

MacOSMicrosoft WindowsMicrosoft Office 365ITIL 4CompTIA A+ServiceNowCustomer ServiceTraining DevelopmentTechnical DocumentationProblem-solving

Required

Ability to obtain Public Trust

Proficient in configuring, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft Windows operating systems

Proficient in supporting Microsoft Office 365, including Microsoft Outlook, Word, Excel, Power Point, Skype, OneDrive, Teams, and Zoom for Mac and Windows

Ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft's Remote Desktop Services, and/or SolarWinds Dameware

Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow, Remedy, or Cherwell

Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA)

Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures

Demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities

Experience in developing training materials and provide training to users with various skill levels

Broad knowledge of information technology hardware, software, concepts, and services

Minimum of three (3) years' experience in troubleshooting end-user hardware and peripherals, operating systems, software applications, and network connectivity

Demonstrated Mac proficiency

Critical thinker

Adept at problem-solving

Required: ITIL 4, CompTIA A+ or Apple Certified Support Professional (ACSP) (or be able to obtain within 6 months of employment)

Preferred

Bachelor's degree from an accredited institute (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business or Project Management)

CompTIA Security+

Microsoft Office Specialist: M Microsoft

Microsoft Office Specialist: Associate (Office 365 and Office 2019)

Apple Certified Support Professional (ACSP)

Apple Certified MacOS Technician (ACMT)

Apple Certified iOS Technician (ACiT)

Jamf Pro Certified

HDI- CSR

HDI-SCA

HDI- DAST

HDI-TSPS

Other industry-recognized certifications appropriate to NIAMS requirement