Desktop Support Specialist

Bethesda, MD, United States

Job Description Job Description

Location: Bethesda, MD (Hybrid)

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:

We are seeking an IT Desktop Support Specialist to join a highly skilled team providing technical support to hardware, software, and operating systems in an inter-networked environment. The Desktop support team provides technical support services for a Mac and Windows environment ranging from Tier 1 to advanced Tier 2. The enterprise encompasses desktop applications, browsers, printers, scientific equipment, and unified communications.

The ideal candidate must have excellent communication, interpersonal skills, and the ability to work effectively with all organizational levels. Responds to telephone calls, email, and requests for technical support with emphasis supporting Apple devices. The role will require this individual to document, track, and monitor problems to provide resolution promptly.

Duties and Responsibilities:

Apple macOS and iOS device support.

Microsoft Windows laptop and desktop support.

Client connectivity to Open Directory and Active Directory in a domain environment.

Usage of distribution lists and security groups for computer accounts and user accounts.

File Server connectivity for clients, with associated file permissions and drive mappings.

Support for MS Outlook and Office 365 applications.

Conference room & meeting support

Security configurations and settings for macOS and Windows clients.

Basic Hardware configuration, software upgrade and installation for MAC’s and PC’s.

Patch Management for macOS and Windows.

Network services troubleshooting and connectivity, including wireless.

Full disk encryption for laptops and desktops.

Create, maintain and update of Windows desktop image.

Ensuring desktop complies with security policies.

Creation of Standard Operating Procedure (SOP) documentation

Analyze and identify trends in issue reporting and devise preventive solutions.

Anti-Virus and Anti-Spyware support.

Mobile Device Management support.

Responds to client requests and provides technical support and training to end users.

Ensure that all tickets are documented with current status, customer communications and full description of the problem/resolution daily.

Review, maintain and enforce standard operating procedures.

Able to determine the appropriate time to escalate complex inquiries to a senior technician.

Requirements:

Associate degree in the field of computer science OR 1+ years of demonstrated experience troubleshooting current and previous Apple and Microsoft operating system(s)

Apple ACSP, Microsoft MCP, CompTIA A+/Net+ or equivalent relevant experience.

3+ years of experience with Mac OSX support

3+ years of experience Windows desktop support

Strong analytical, troubleshooting, and problem-solving skills.

Ability to grasp IT concepts while following desktop support policies and procedures.

Capable of working on tasks/projects individually and as part of a team.

Staying current with new technologies and collaborate ideas.

NIH Experience a plus

Ability to pass a Public Trust Background Investigation to handle sensitive, non-classified data.

Compensation and Benefits

The projected compensation range for this position is $56,000 to $76,000 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 [email protected].

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 [email protected] emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at [email protected].

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.

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