LCG, Inc. · 3 days ago
Desktop Support Technician, Associate
Bethesda, MD
Full-time
Onsite
Entry Level
$28/hr - $32/hr
3+ years expLCG, Inc. is seeking a Desktop Technician, Associate to provide on-site and remote end-user IT support in a secure federal research environment at NIH. This role is responsible for day-to-day desktop, laptop, mobile device, and peripheral support, ensuring compliance with NIH and federal security standards.
Health CareInformation Technology
No H1B
Security Clearance Required
Responsibilities
Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS (Big Sur, Monterey and later) environments, including OS configuration, troubleshooting, and performance optimization
Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with NIH security baselines (USGCB, CIS benchmarks)
Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and NIH proprietary applications
Support mobile and endpoint devices, including:
IOS devices (iPhones, iPads)
Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners)
Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support
Use ServiceNow for incident, request, and tasks:
Accurately categorize, prioritize, document, and resolve tickets
Meet defined SLA response and resolution times
Configure and manage endpoint security controls, including:
Full-disk encryption (BitLocker/FileVault)
Antivirus/EDR tools (e.g., Cylance or equivalent)
Secure configuration enforcement
Perform patch and vulnerability management using enterprise tools such as:
BigFix (Windows)
JAMF (macOS and iOS)
Assist with account and access management using NIH-approved tools:
Active Directory (user accounts, groups, profiles)
PIV/CAC authentication and certificate troubleshooting
Support remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)
Configure systems for secure network connectivity, including:
NIH domain joining
VPN connectivity
Network Access Control (NAC) compliance
Perform IT asset lifecycle management, including:
Inventory tracking and reconciliation
Equipment refresh and reassignment
Media sanitization and device decommissioning per NIST 800-88 guidelines
Provide conference room and meeting technology support, including:
Microsoft Teams and Zoom
Audio/visual systems, cameras, microphones, and presentation equipment
Assist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams:
Malware remediation
Endpoint isolation and recovery
Develop and maintain technical documentation and SOPs, including:
End-user guides
Common troubleshooting procedures
Desktop configuration documentation
Collaborate closely with:
Client federal staff
NIH Center for Information Technology (CIT)
Network, systems, and security teams
Qualification
Required
A minimum of 3 years of relevant IT end-user / desktop support experience
A minimum of 1 year of mac troubleshooting experience
Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment
Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)
Familiarity with ticketing systems which is ServiceNow
Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation
Strong customer service, communication, and documentation skills
Ability to work on-site during standard business hours with flexibility for occasional after-hours support
Ability to obtain and maintain a Public Trust (Moderate Risk) clearance
Bachelor's degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experience
Preferred
One or more of the following is preferred: CompTIA A+, Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification, Apple Certified Mac Technician (ACMT), Apple Certified Support Professional (ACSP), ITIL 4
Experience supporting federal or government IT environments
Familiarity with NIH or HHS security standards and policies
Experience with endpoint management tools such as BigFix or JAMF
Knowledge of asset management and hardware lifecycle processes
Ability to create clear SOPs and end-user documentation
Experience supporting conference room AV and collaboration tools
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
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