Desktop Support Technician, Associate

Location: Rockville, MD (Hybrid) Required Clearance: Ability to obtain Public Trust 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 30 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. Position Description: LCG is currently seeking a Mid-Level Help Desk Specialist with to provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems using Windows and Mac. Responds to tickets, telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution and adherence to SLAs. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. ESSENTIAL DUTIES & RESPONSIBILITIES: Responds to internal and external client requests and provides technical support and training to end users either on the phone or in person Identifies, researches, and resolves technical issues; escalates complex inquiries May install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives May install and configure operating systems and applications such as word processing, database, and spreadsheet programs Documents, tracks, and monitors customer requests to ensure timely resolutions utilizing Service Now Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes EDUCATION AND EXPERIENCE REQUIREMENTS: 3 years of experience with Windows 10 and MAC desktop administration; configuring and troubleshooting MS Office applications; Laptops, desktops, tablets, phones. Mac device (iPad, IOS, Desktop, Laptop) support Experience building desktops and laptops using imaging software or from OEM media and creating/maintaining desktop imaging Experience with Active Directory, managing user accounts and passwords, and troubleshooting permissions issues Healthcare environment a plus Strong work ethic and great customer service skills. A self-starter, team player. Associate degree or higher in computer science or related field preferred Experience using an ITSM tool is preferred Microsoft and/or other certification(s) preferred: o ITIL Foundation, CompTIA A, Apple Certified Support Professional, Apple Certified IT Specialist, JAMF 100, 200, 300 Compensation and Benefits The projected compensation range for this position is $59,500 to $74,900 with a target salary of $65,500 per year benchmarked in the Washington, D.C. metropolitan area. 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 hrlcginc.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 systemhirebridgemail.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 hrlcginc.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.