Desktop Support Technician (Tier 1)

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 an Desktop Support Technician (Tier 1). In this role, you will serve as the first point of contact for technical support, assisting end-users with troubleshooting hardware, software, and network-related issues. You will be responsible for diagnosing and resolving technical problems, providing excellent customer service, and escalating complex issues as needed. The ideal candidate will have strong problem-solving skills, a solid understanding of Windows operating systems, and a passion for helping users resolve their IT challenges efficiently.

Duties and Responsibilities:

• Provide end-user troubleshooting and support for client staff to include desktop, laptop, applications, and operations.
• Perform onsite support for Windows operating systems, including troubleshooting, installation, configuration, and maintenance of desktops, laptops, and related peripherals.
• Provide end-user troubleshooting and support for client staff on network and desktop printers.
• Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation.
• Set up and distribute cellular devices, including activate, suspend, and update.
• Provide support to users who report in person to the client "eSource Room," by telephone, or through a desk-side visit.
• MS Teams and Zoom technical troubleshooting/support.
• Provide one-on-one telephone and desk-side assistance to end-users on the standard core applications.
• Ensure all tickets are documented with current status, customer communications and full description of the problem/resolution daily.
• 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 Client/OIT Property Management procedures for all equipment installs, moves, loans or accessing as defined by the Government.
• Support and troubleshoot PIV authentication.
• Work as part of a team and independently.
• 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 diploma or university degree in the field of computer science or 2+ years equivalent work experience.
• Proficient in Service Now ticket system.
• Minimum 1+ years demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating systems.
• One to two years of related IT/telecommunications experience.
• Prior experience with VOIP.
• Experience with basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP.
• Certifications in A+, MCSE or MCPs in current Microsoft workstation, server and applications strongly preferred.
• Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (primarily iPhones).
• Experience with desktop operating systems, including Windows 10.
• Application support experience and knowledge of Microsoft Office 2016 products to include Publisher, Outlook, Office 365, OneDrive, Access, PowerPoint, Excel, Word, Project, Teams, Zoom, Service Now, Adobe Software, LANDesk, Avaya Softphone, Symantec, Skype for Business, and OneNote.
• Proven ability to work as part of a team as well as show initiative and ability to work independently.
• Mobile Device Management software (Mobile Iron).
• Avaya System Administration.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Excellent written English communication skills.
• Strong documentation skills.

Compensation and Benefits

The projected compensation range for this position is $48,000 to $66,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary for this role is $57,000. 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.