Senior Desktop Support Technician

Location: Rockville, MD (Onsite, 5 days per week)

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 25 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 seeking a Senior Desktop Support Technician to join our team in a Windows environment. This role involves providing advanced technical support, troubleshooting hardware and software issues, and ensuring seamless system performance for end users. The ideal candidate will have experience managing Windows-based systems, performing incident management tasks, and supporting various IT infrastructure components..

Duties and Responsibilities:

• Act as escalation point for end-user troubleshooting and support for staff to include desktop, laptop, applications and operations.
• Lead Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation.
• Manage, promote, and develop desktop management, software deployment, systems administration, data integrity and recovery.
• Responsible for performing incident management tasks, including troubleshooting, diagnosing, and resolving technical issues while ensuring timely escalation and documentation to maintain seamless IT operations.
• Configure (hardware and network), install, manage, and troubleshoot desktop and network printers.
• Ensure that all tickets are documented with current status, customer communications and full description of the problem/resolution daily.
• Take ownership of installation and troubleshooting of software; including all service packs, hot fixes, for all HRSA approved systems and devices.
• Ensure employee(s) receive mobile computer device training prior to its release.
• Deploy software manually or via LanDesk running the Government standard desktop image.
• Provide one-on-one desk side assistance to end-users on the standard core applications.
• Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status.
• Adhere to official HRSA/OIT Property Management procedures for all equipment installs, moves, loans or accessing as defined by the Government.
• Support and troubleshoot PIV authentication.
• Ability to act as mentor for junior level staff.
• Review and participate in projects that evaluate, test and introduce new technology and approaches.
• Review, maintain and enforce approved procedures and quality standards.

Requirements:

• College degree in any related field.
• 5+ years of relevant work experience.
• Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (Blackberry, iPhones, and tablets).
• Experience with desktop operating systems, including Windows XP, Windows 7, Windows Mobile 6.0 - 6.5, and Windows 8.1.
• Extensive application support experience and knowledge of Microsoft Office 2010 products to include Publisher, Outlook, Access, Power Point, Excel, Word, Project, Lync, and OneNote.
• Proven ability to work as part of a team as well as show initiative and ability to work independently.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Certifications in A+, MCSE, or MCPs in current Microsoft workstation, server and applications.

Preferred Requirements:

• Familiarity with Adobe Professional.
• Experience supporting Citrix and Cisco VPN.
• Extensive experience supporting and using SharePoint.
• Demonstrated experience in leading and mentoring Jr. Technical staff.
  
  

Compensation and Benefits

The projected compensation range for this position is $66,000 to $82,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary for this role is $78,000. 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 hr@lcginc.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 system@hirebridgemail.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 hr@lcginc.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.