Desktop Support Technician, Senior

Location: Bethesda, MD Required Clearance: Public Trust Onsite: Hybrid Work (Minimum 4 Day Onsite - minimum) Job Title: Desktop Support Technician, Senior 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. 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. Key Responsibilities 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. Required Qualifications Education 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 Compensation And Benefits The projected compensation range for this position is $60,000.00 to $70,000.00 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. 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. Use of Artificial Intelligence in Recruiting LCG may use artificial intelligence (AI) and other automated technologies to support portions of the recruiting and hiring process, including resume review, candidate matching, interview scheduling, skills assessment, and other administrative functions. AI-assisted tools are used solely to support our hiring process and do not independently determine employment outcomes. Final hiring decisions are made by trained hiring professionals following a comprehensive review of each candidate's qualifications. We are committed to equal employment opportunity and strive to ensure our hiring practices are fair, transparent, and compliant with applicable laws. Applicants needing a reasonable accommodation during the application or interview process should contact Human Resources. #J-18808-Ljbffr