Desktop Support Technician, Associate

Job Title: Desktop Technician, Associate

Location: Bethesda, MD

Required Clearance: Public Trust

Onsite: 5 Days

Job Overview: LCG is seeking Desktop Technician, Associate provides on-site and remote end-user IT support in a secure federal research environment supporting the Client s 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 375-450 users across Windows, macOS, and mobile platforms.

Key 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 Service Now 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 (Bit Locker/File Vault)
• Antivirus/EDR tools (e.g., Cylance or equivalent)
• Secure configuration enforcement
• Perform patch and vulnerability management using enterprise tools such as:
• Big Fix (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

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 Service Now
• 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

Education - Bachelor's degree in Information Technology, Computer Science, or a related field
OR Equivalent combination of education and relevant IT support experience

Certification - One or more of the following is preferred:

• CompTIA A+
• Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification
• Apple Certified Mac Technician (ACMT)
• Apple Certified Support Professional (ACSP)
• ITIL 4

Preferred Skills

• Experience supporting federal or government IT environments
• Familiarity with NIH or HHS security standards and policies
• Experience with endpoint management tools such as Big Fix 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

Compensation and Benefits

The 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,…