Desktop Support Technician, Senior

Job Summary: We are seeking a highly skilled and customer-focused Desktop Support 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., 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 NIH's 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 notifications-ensuring timely, clear messaging tailored to specific customer groups and stakeholder needs.

This position requires strong technical depth, excellent communication skills, and the ability to support a diverse user population-ranging from everyday office staff to senior leadership-while maintaining high customer satisfaction and meeting service level objectives., * Desired: Bachelor's 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 ServiceNow or 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

The projected compensation range for this position is $66,900.00 to $81,800.00 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.