Desktop Support Technician II

Location: Bethesda, MD (Onsite, 5 days per week)

Required Clearance: Ability to obtain Public Trust

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Position Description:

LCG Inc. is seeking a Tier II Desktop Support Technician responsible for providing strong technical experience in providing technical solutions and support to hardware, software, and operating systems in an inter-networked environment ensuring the efficient administration and maintenance of organization's IT infrastructure. The enterprise operating environment includes heterogeneous desktop/laptop operating Windows 10 OS, which encompasses desktop applications, browsers, printers, and telecommunications and video. You will also provide vital support to our staff and work collaboratively with various teams to ensure seamless IT operations.

Duties and Responsibilities:

• Create and modify Active Directory accounts with precision and attention to detail.
• Perform Windows 10 and network performance tuning.
• Support approved operating systems and software upgrades.
• Maintain user accounts and group assignments.
• Disable Active Directory accounts upon employee terminations or as required.
• Skillfully create and modify security groups and distribution groups.
• Collaborate in developing automated methods for efficient account management.
• Troubleshoot and resolve issues related to Microsoft OneDrive and Microsoft Teams.
• Collaborate closely with Desktop Technicians to resolve user-reported issues escalated from lower tiers.
• Provides remediation services to infrastructure teams based on vulnerability & policy compliance scans.
• Actively participates in project activities, strategic and tactical Patch and Configuration Management model development, and improvement of procedures.
• Identify and assess security deficiencies and provide recommendation regarding remediation.
• Document solutions for recurring problems and provide knowledge sharing to staff.
• Offer priority support to IOA (Important Office Anytime) and other VIP staff, ensuring their seamless workflow.
• Analyze vulnerability reports, prioritizing the remediation of pending patches.
• Utilize Endpoint Management Tool to efficiently deploy outstanding software packages and security patches.
• Participate in Change Advisory Board and technical review meetings to discuss patching, vulnerability impacts and considerations.
• Troubleshoot and resolve issues as required and propose and implement changes aimed at continuous improvement.
• Contribute to addressing Plans of Action and Milestones (POAMs) related to security concerns.
• Generate comprehensive reports for copier and printer usage metrics.
• Address basic printer troubleshooting tasks, including paper jams and other common issues.

Requirements:

• Bachelor Degree in a computer relate field such as Computer Information Systems, Computer Engineering, or Computer Science.
• 3-5 years of experience providing collaborative computing implementation, troubleshooting, and maintenance support.
• Expert technical knowledge of desktop hardware.
• Authoritative knowledge of current protocols, operating systems and standards Operate tools, components, and peripheral accessories.
• Software and hardware troubleshooting Windows 10 operation and troubleshooting Microsoft Office Products (such as MS O365, etc.)
• Expert in scripting to update/manipulate desktop group policy objects, computer and account object values.
• Proven experience in Active Directory Account Administration, with a keen eye for accuracy and detail.

Compensation and Benefits

The projected compensation range for this position is $60,800 to $70,200 per year with a target rate of $66,000 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 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.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.