Desktop Technician, Associate
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Job Location:
Rockville, MD - USA
Yearly Salary:
$ 55000 - 70000
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Rockville MD (Occasional Travel to Atlanta GA According to Client Need)
Required Clearance: Public Trust
Onsite: Hybrid Work (Minimum 2 Days Onsite)
Job Title: Desktop Technician Associate
Job Overview: The Desktop Technician Associate provides day-to-day end-user and operational support for Client Informatics environment ensuring reliable access to core tools accounts and applications. This role supports incident/request intake and resolution through ServiceNow troubleshoots desktop and application issues assists with onboarding/offboarding and contributes to service continuity through documentation SLA tracking and coordination with infrastructure teams. Work supports Client requirements for informatics services and technical support.
Key Responsibilities
- Provide Tier 1 and Tier 2 desktop and end-user technical support for Windows-based systems peripherals and enterprise applications.
- Diagnose and resolve operating system issues including performance degradation system errors patching conflicts driver issues and connectivity problems.
- Manage incidents service requests and access requests in ServiceNow ensuring proper categorization prioritization escalation and resolution.
- Troubleshoot Microsoft 365 applications including Outlook Teams OneDrive SharePoint and Office desktop applications.
- Support user onboarding and offboarding including account provisioning/deprovisioning group membership changes license assignment and access validation using Azure AD / Entra ID.
- Perform basic identity and access management tasks such as password resets MFA troubleshooting account lockout resolution and role-based access verification.
- Install configure and maintain approved software packages and endpoint configurations in accordance with organizational standards.
- Coordinate with cloud infrastructure networking and security teams to escalate and resolve complex issues impacting user productivity.
- Document and maintain Standard Operating Procedures (SOPs) troubleshooting guides and knowledge base articles to improve first-call resolution.
- Monitor track and report Service Level Agreements (SLAs) incident trends root causes and performance metrics.
- Support continuity of operations by following established escalation paths and assisting during outages system maintenance or high-priority incidents.
- Adhere to ITIL best practices for incident request problem and change management while complying with CDC and organizational IT policies.
Requirements
- 4 years of experience in desktop support help desk or IT operations support.
- Associates or Bachelors degree (or equivalent relevant experience).
- Certification (Preferred)
- ITIL certification preferred
- CompTIA A
- Hands-on experience with ServiceNow (incident/request management ticket lifecycle categorization documentation).
- Strong knowledge of Windows OS support and troubleshooting.
- Working knowledge of Azure AD / Entra ID (user/account access concepts groups authentication basics).
- Proficiency supporting Microsoft 365 (Office 365) applications (Outlook Teams OneDrive SharePoint basics).
- Familiarity with ITIL processes (incident request problem change fundamentals).
- Strong customer service skills clear written communication and ability to prioritize workload in a ticket-driven environment.
Compensation and Benefits
The projected compensation range for this position is $55000 to $70000 per year benchmarked in the Washington D.C. metropolitan area. 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.
Securing Your Data
Beware of fraudulent job offers using LCGs name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from oremails not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information contact us immediately at.
If you believe you are the victim of a scam contact your local law enforcement and report the incident to theU.S. Federal Trade Commission.
Location: Rockville MD (Occasional Travel to Atlanta GA According to Client Need)
Required Clearance: Public Trust
Onsite: Hybrid Work (Minimum 2 Days Onsite)
Job Title: Desktop Technician Associate
Job Overview: The Desktop Technician Associate provides day-to-day end-user and operational support for Client Informatics environment ensuring reliable access to core tools accounts and applications. This role supports incident/request intake and resolution through ServiceNow troubleshoots desktop and application issues assists with onboarding/offboarding and contributes to service continuity through documentation SLA tracking and coordination with infrastructure teams. Work supports Client requirements for informatics services and technical support.
Key Responsibilities
- Provide Tier 1 and Tier 2 desktop and end-user technical support for Windows-based systems peripherals and enterprise applications.
- Diagnose and resolve operating system issues including performance degradation system errors patching conflicts driver issues and connectivity problems.
- Manage incidents service requests and access requests in ServiceNow ensuring proper categorization prioritization escalation and resolution.
- Troubleshoot Microsoft 365 applications including Outlook Teams OneDrive SharePoint and Office desktop applications.
- Support user onboarding and offboarding including account provisioning/deprovisioning group membership changes license assignment and access validation using Azure AD / Entra ID.
- Perform basic identity and access management tasks such as password resets MFA troubleshooting account lockout resolution and role-based access verification.
- Install configure and maintain approved software packages and endpoint configurations in accordance with organizational standards.
- Coordinate with cloud infrastructure networking and security teams to escalate and resolve complex issues impacting user productivity.
- Document and maintain Standard Operating Procedures (SOPs) troubleshooting guides and knowledge base articles to improve first-call resolution.
- Monitor track and report Service Level Agreements (SLAs) incident trends root causes and performance metrics.
- Support continuity of operations by following established escalation paths and assisting during outages system maintenance or high-priority incidents.
- Adhere to ITIL best practices for incident request problem and change management while complying with CDC and organizational IT policies.
Requirements
- 4 years of experience in desktop support help desk or IT operations support.
- Associates or Bachelors degree (or equivalent relevant experience).
- Certification (Preferred)
- ITIL certification preferred
- CompTIA A
- Hands-on experience with ServiceNow (incident/request management ticket lifecycle categorization documentation).
- Strong knowledge of Windows OS support and troubleshooting.
- Working knowledge of Azure AD / Entra ID (user/account access concepts groups authentication basics).
- Proficiency supporting Microsoft 365 (Office 365) applications (Outlook Teams OneDrive SharePoint basics).
- Familiarity with ITIL processes (incident request problem change fundamentals).
- Strong customer service skills clear written communication and ability to prioritize workload in a ticket-driven environment.
Compensation and Benefits
The projected compensation range for this position is $55000 to $70000 per year benchmarked in the Washington D.C. metropolitan area. 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.
Securing Your Data
Beware of fraudulent job offers using LCGs name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from oremails not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information contact us immediately at.
If you believe you are the victim of a scam contact your local law enforcement and report the incident to theU.S. Federal Trade Commission.
Required Experience:
IC
Key Skills
- MAC
- Operating System
- Active Directory
- Information Technology
- Access Points
- LAN
- Deskstops
- Windows
- Trouble Shooting
- Linux
- System Center Configuration Manager
- Computer information system
- Setup
- hardware
- Technical Support
