Desktop Support Technician, Associate

LCG, Inc.

3d • $28 - $32 • Onsite

About The Position

LCG is seeking Desktop Technician, Associate provides on-site and remote end-user IT support in a secure federal research environment supporting the Client at NIH. This role is responsible for day-to-day desktop, laptop, mobile device, and peripheral support, ensuring compliance with NIH, HHS, and federal security standards. The technician delivers high-quality customer service while supporting approximately 350 - 475 users across Windows, macOS, and mobile platforms.

Requirements

• A minimum of 3 years of relevant IT end-user / desktop support experience.
• A minimum of 1 year of mac troubleshooting experience.
• Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment
• Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)
• Familiarity with ticketing systems which is ServiceNow
• Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation
• Strong customer service, communication, and documentation skills
• Ability to work on-site during standard business hours with flexibility for occasional after-hours support
• Ability to obtain and maintain a Public Trust (Moderate Risk) clearance
• Bachelor’s degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experience

Nice To Haves

• Experience supporting federal or government IT environments
• Familiarity with NIH or HHS security standards and policies
• Experience with endpoint management tools such as BigFix or JAMF
• Knowledge of asset management and hardware lifecycle processes
• Ability to create clear SOPs and end-user documentation
• Experience supporting conference room AV and collaboration tools

Responsibilities

• Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS (Big Sur, Monterey and later) environments, including OS configuration, troubleshooting, and performance optimization
• Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with NIH security baselines (USGCB, CIS benchmarks)
• Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and NIH proprietary applications
• Support mobile and endpoint devices, including: iOS devices (iPhones, iPads) Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners)
• Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support
• Use ServiceNow for incident, request, and tasks: Accurately categorize, prioritize, document, and resolve tickets Meet defined SLA response and resolution times
• Configure and manage endpoint security controls, including: Full-disk encryption (BitLocker/FileVault) Antivirus/EDR tools (e.g., Cylance or equivalent) Secure configuration enforcement
• Perform patch and vulnerability management using enterprise tools such as: BigFix (Windows) JAMF (macOS and iOS)
• Assist with account and access management using NIH-approved tools: Active Directory (user accounts, groups, profiles) PIV/CAC authentication and certificate troubleshooting
• Support remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)
• Configure systems for secure network connectivity, including: NIH domain joining VPN connectivity Network Access Control (NAC) compliance
• Perform IT asset lifecycle management, including: Inventory tracking and reconciliation Equipment refresh and reassignment Media sanitization and device decommissioning per NIST 800-88 guidelines
• Provide conference room and meeting technology support, including: Microsoft Teams and Zoom Audio/visual systems, cameras, microphones, and presentation equipment
• Assist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams: Malware remediation Endpoint isolation and recovery
• Develop and maintain technical documentation and SOPs, including: End-user guides Common troubleshooting procedures Desktop configuration documentation
• Collaborate closely with: Client federal staff NIH Center for Information Technology (CIT) Network, systems, and security teams

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees