Desktop Support Technician, Junior

Job Overview: We are seeking a Junior Desktop Support Technician to support our Client. The ideal candidate will provide end-user deskside and remote support for Windows, macOS, and iOS devices, assist with hardware/software troubleshooting, ticket management, endpoint management, and support NIH security compliance requirements.

This role supports a fast-paced customer environment and will work closely with federal leads and IT teams to ensure high-quality service delivery, strong documentation, and timely remediation of incidents and security vulnerabilities., End-User Deskside and Remote Support

• Provide deskside and remote troubleshooting and "how-to" support for hardware, software, peripherals, printers, mobile devices, and network connectivity.
• Support Microsoft Windows and Apple macOS environments, including configuration, break/fix, and user setup.
• Support and troubleshoot wired, wireless, and VPN connectivity, including authentication and access issues.
• Support local/network/label printers, copiers, scanners, and shared multi-function devices.
• Perform user data backups, restoration, settings preservation, and system refresh activities as needed.
• Coordinate loaner device issuance and maintain loaner readiness, tracking inventory weekly.

Service Desk & Ticket Lifecycle Ownership

• Log, update, and resolve incidents and requests using an ITSM platform (e.g., ServiceNow preferred).
• Maintain ownership of assigned incidents/requests through resolution, including follow-up with other support groups.
• Meet defined AQL and SLA standards for acknowledgment, progress updates, work notes, and ticket closure documentation.
• Participate in queue management activities, appointment coordination, and customer communications.

Endpoint Management, Imaging, and Patch Support (Exposure/Support Role)

• Support imaging services for Windows and macOS endpoints using Microsoft MECM and Jamf Pro.
• Assist with monthly patching and software deployments for Windows and macOS systems, including third-party applications (e.g., Chrome, Adobe, Cisco VPN, Firefox, Safari, Office 365).
• Support CIS baseline configuration activities, including use of Jamf Pro configuration profiles and Group Policy.
• Help ensure laptops/desktops are configured with full disk encryption and that encryption keys are stored properly in secured systems.

Security Compliance & Vulnerability Remediation

• Identify and remediate security vulnerabilities and configuration findings for endpoints in accordance with NIH security policies.
• Assist the Client IT Security team with incident response remediation activities and time-sensitive security requests (e.g., 0-day vulnerability response).
• Help ensure endpoints meet compliance requirements including encryption at rest/in transit, antivirus, CDM agents, and baseline hardening.

Documentation, Training, and Continuous Improvement

• Develop and maintain technical documentation, SOPs, checklists, diagrams, training materials, and customer communications.
• Create or update user guides for collaboration tools, conference room technology, and common service desk requests.
• Support basic training sessions (town halls/brown bags) on tools such as Teams, Zoom, WebEx, OneDrive, and NIH Box.
• Contribute to service improvements through analysis of ticket trends, recurring issues, and customer satisfaction feedback.

Conference Room & Collaboration Tool Support

• Provide basic support for conference room and meeting solutions including Teams, Zoom, WebEx, Apple TV/AirPlay, and other AV systems.
• Assist with dry runs and live meeting/event support as needed, including for high-visibility events.

Asset & Lifecycle Support

• Assist with tracking and maintaining accurate IT asset information in the Client Asset Management System (AMS).
• Support hardware refresh, deployment, sanitization, surplus, and secure disposal activities.

Desired: Bachelor's degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management)., * 3+ years experience (or equivalent combination of education and experience) supporting end-users with:

• Hardware and peripherals troubleshooting
• Windows and macOS operating systems support
• Imaging / deployments
• Software installation and troubleshooting
• Network connectivity (wired/wireless/VPN)
• Security compliance practices
• Active Directory basics and endpoint support tools

Strongly Preferred:

• Proficiency supporting and troubleshooting:

• Apple macOS, Apple iOS, and Microsoft Windows
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams)
• Zoom and other collaboration platforms

• Experience providing remote support using tools such as Bomgar or Microsoft Remote Desktop Services
• Working knowledge of ITSM tools (ServiceNow preferred; Remedy or Cherwell acceptable)
• Ability to create clear technical documentation and end-user guides
• Exposure to security hardening concepts (CIS baselines, encryption, patching, vulnerability remediation)
• Ability to deliver basic user training and support customers with varying technical skill levels
• Strong customer service skills and familiarity with IT Service Management concepts and SLAs

Required Certifications

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

Desired Certifications (one or more)

• 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 Certifications (CSR, SCA, DAST, TSPS)
• Other relevant industry-recognized certifications aligned with Client requirements., * Strong troubleshooting methodology and ability to prioritize incidents based on impact/urgency
• Clear communication (verbal/written), professional customer engagement, and documentation habits
• Ability to work in a structured environment with strict security policies and deadlines
• Ability to work independently while collaborating with federal leads and cross-functional IT teams
• Ability to lift/transport IT equipment and perform deskside support tasks
• Must be reliable and able to work across multiple buildings/facilities as needed

The projected compensation range for this position is $48,000 to $60,000 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.