Desktop Technician, Senior

Location: Bethesda MD

Required Clearance:Public Trust

Onsite: Hybrid Work (Minimum 4 Day Onsite - minimum)

Job Title: Desktop Technician Senior

Job Summary: We are seeking a highly skilled and customer-focused Desktop Technician Senior to provide advanced end-user deskside and remote support for a dynamic enterprise environment supporting Client users. In this role you will deliver expert troubleshooting and how-to assistance across Windows and Apple platforms support network connectivity and collaboration tools maintain secure and compliant endpoints and contribute to IT lifecycle and mobility programs.

This position requires strong technical depth excellent communication skills and the ability to support a diverse user populationranging from everyday office staff to senior leadershipwhile maintaining high customer satisfaction and meeting service level objectives.

Key Responsibilities

End-User Deskside & Remote Support

• Provide Tier 2/3 troubleshooting and technical assistance for hardware software operating systems peripherals and user applications both on-site and via remote support tools.
• Support and troubleshoot Microsoft Windows and Apple macOS environments including system configuration performance issues and end-user guidance.
• Provide expert assistance for Apple iOS devices (iPhone/iPad) including setup troubleshooting enrollment and how-to questions.
• Support and troubleshoot wired wireless and VPN connectivity issues across supported devices.
• Provide support for printers (local/network/label) copiers scanners and shared multifunction devices.

Ticketing Escalation & Service Management

• Use incident logging systems such as ServiceNow (preferred) Remedy or Cherwell to document work track incidents/requests and ensure timely resolution.
• Escalate issues that cannot be resolved at the service desk to other service providers; provide oversight and follow-up to ensure hand-offs are successful through closure.
• Maintain working knowledge of IT Service Management (ITSM) practices customer service standards and Service Level Agreements (SLAs).
• Demonstrates the ability to stay organized prioritize competing work requests and effectively manage a ticket queue and assign tickets accordingly.

Endpoint Security & Compliance

• Diagnose and remediate security vulnerabilities and support incident response activities as directed ensuring alignment with NIH/Client security requirements.
• Support Active Directory administration endpoint management practices security compliance checks encryption requirements imaging and device configuration baselines.
• Resolve vulnerabilities within required thresholds for Critical/High/Medium findings and coordinate with security teams when escalations are needed.

Computer Lifecycle & Asset Management

• Support and coordinate device lifecycle activities including build/deploy reimaging upgrades refreshes sanitization and surplus processes.
• Update and maintain accurate asset records within the Client Asset Management System (AMS) including device ownership changes returns and surplus actions.
• Assist with lifecycle planning and execution to ensure systems remain within end-of-life/end-of-service timelines and comply with policies.
• Maintain loaner laptop inventory ensuring devices are standardized patched quarterly and tracked via weekly inventory reporting.

Mobile Device Support

• Provide support for Client government-furnished mobile devices and foreign travel loaners.
• Assist with enrollment into NIHs Mobile Device Management (MDM) system and ensure secure access to NIH resources.
• Provide user guidance and training on MDM-managed mobile apps and Office 365 mobile productivity tools.

Collaboration & Conference Room / Meeting Support

• Support NIH collaboration tools including Microsoft Teams SharePoint OneDrive NIH Box and Cisco WebEx.
• Provide end-user and guest support for conference room and audio/video meeting solutions including troubleshooting devices connectivity and conferencing systems.
• Perform routine testing of conference room systems coordinate vendor support when needed and assist with high-visibility events and meetings.
• Maintain documentation and quick reference guides to enable conference room self-service and consistent support processes.

Documentation Training & Communication

• Develop and maintain clear technical documentation standard operating procedures (SOPs) user guides tip sheets and FAQs.
• Create training materials and provide training to users with varying skill levels.
• Host effective virtual meetings and presentations using collaboration tools (video calls file sharing whiteboarding).
• Ability to craft and distribute targeted communications in response to IT service alerts system changes and outage notificationsensuring timely clear messaging tailored to specific customer groups and stakeholder needs.

Required Qualifications

Education

• Desired: Bachelors degree from an accredited institution is desired (preferably in Mathematics IT Computer Science Engineering Business Administration or Project Management).

Experience

• Minimum of five (5) years of experience providing end-user IT support including troubleshooting:
• Hardware and peripherals
• Windows and macOS operating systems
• Imaging and configuration management
• Network connectivity and VPN
• Software applications and endpoint management
• Security compliance and vulnerability remediation
• Active Directory administration
• Demonstrated ability to provide remote support via phone/email and remote tools (e.g. Bomgar Microsoft Remote Desktop Services).
• Strong experience supporting Microsoft Office 365 including: Outlook Word Excel PowerPoint OneNote OneDrive Teams Skype Zoom etc.
• Proven ability to write accurate documentation and SOPs and to communicate technical concepts clearly to non-technical users.

Certifications (Required)

• CompTIA A
• Apple Certified Support Professional (ACSP)
• ITIL 4

Preferred Qualifications

• Experience with ServiceNowor similar ITSM ticketing platforms.
• One or more of the following certifications:
• CompTIA Security
• Microsoft Office Specialist (Office 2016 / Office 365 / Office 2019)
• Apple Certified macOS Technician (ACMT)
• Apple Certified iOS Technician (ACiT)
• Jamf Pro Certified Tech
• HDI-CSR / HDI-SCA / HDI-DAST / HDI-TSPS
• Or other industry-recognized certifications relevant to enterprise end-user support
• Experience supporting conference room AV solutions virtual events and executive-level meeting support.
• Broad knowledge of IT services and ability to recommend alternatives/workarounds to keep users productive while root causes are addressed.

Experience developing lifecycle planning processes inventory reporting and maintaining endpoint baselines.

Core Competencies

• Exceptional customer service and communication skills
• Strong troubleshooting and problem-solving ability
• Ability to work independently and prioritize effectively under pressure
• High attention to detail and documentation quality
• Collaborative mindset and ability to work with multiple teams/service providers
• Commitment to security compliance continuous improvement and user experience consistency

Compensation and Benefits

The projected compensation range for this position is$66900.00 to$81800.00 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.