Desktop Support Technician, AssociateLCG 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.Key ResponsibilitiesProvide 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 optimizationImage, 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 applicationsSupport 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 supportUse ServiceNow for incident, request, and tasks:Accurately categorize, prioritize, document, and resolve ticketsMeet defined SLA response and resolution timesConfigure and manage endpoint security controls, including:Full-disk encryption (BitLocker/FileVault)Antivirus/EDR tools (e.g., Cylance or equivalent)Secure configuration enforcementPerform 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 troubleshootingSupport remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)Configure systems for secure network connectivity, including:NIH domain joiningVPN connectivityNetwork Access Control (NAC) compliancePerform IT asset lifecycle management, including:Inventory tracking and reconciliationEquipment refresh and reassignmentMedia sanitization and device decommissioning per NIST 800-88 guidelinesProvide conference room and meeting technology support, including:Microsoft Teams and ZoomAudio/visual systems, cameras, microphones, and presentation equipmentAssist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams:Malware remediationEndpoint isolation and recoveryDevelop and maintain technical documentation and SOPs, including:End-user guidesCommon troubleshooting proceduresDesktop configuration documentationCollaborate closely with:Client federal staffNIH Center for Information Technology (CIT)Network, systems, and security teamsRequirementsA 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 environmentExperience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)Familiarity with ticketing systems which is ServiceNowKnowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediationStrong customer service, communication, and documentation skillsAbility to work on-site during standard business hours with flexibility for occasional after-hours supportAbility to obtain and maintain a Public Trust (Moderate Risk) clearanceEducation - Bachelor's degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experienceCertification - One or more of the following is preferred:CompTIA A+Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certificationApple Certified Mac Technician (ACMT)Apple Certified Support Professional (ACSP)ITIL 4Preferred SkillsExperience supporting federal or government IT environmentsFamiliarity with NIH or HHS security standards and policiesExperience with endpoint management tools such as BigFix or JAMFKnowledge of asset management and hardware lifecycle processesAbility to create clear SOPs and end-user documentationExperience supporting conference room AV and collaboration toolsCompensation and BenefitsThe projected compensation range for this position is $28/hr to $32/hr 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 PracticesAll 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.Securing Your DataBeware of fraudulent job offers using LCG's name.
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Federal Trade Commission.