Desktop Support Technician, Junior

Summary

LCG, Inc. is seeking a Junior Desktop Support Technician to support their Client. The ideal candidate will provide end-user deskside and remote support for various devices, assist with troubleshooting, and ensure compliance with security requirements.

Responsibilities

• Provide deskside and remote troubleshooting and “how-to” support for hardware, software, peripherals, printers, mobile devices, and network connectivity
• Support Microsoft Windows and Apple macOS environments, including configuration, break/fix, and user setup
• Support and troubleshoot wired, wireless, and VPN connectivity, including authentication and access issues
• Support local/network/label printers, copiers, scanners, and shared multi-function devices
• Perform user data backups, restoration, settings preservation, and system refresh activities as needed
• Coordinate loaner device issuance and maintain loaner readiness, tracking inventory weekly
• Log, update, and resolve incidents and requests using an ITSM platform (e.g., ServiceNow preferred)
• Maintain ownership of assigned incidents/requests through resolution, including follow-up with other support groups
• Meet defined AQL and SLA standards for acknowledgment, progress updates, work notes, and ticket closure documentation
• Participate in queue management activities, appointment coordination, and customer communications
• Support imaging services for Windows and macOS endpoints using Microsoft MECM and Jamf Pro
• Assist with monthly patching and software deployments for Windows and macOS systems, including third-party applications (e.g., Chrome, Adobe, Cisco VPN, Firefox, Safari, Office 365)
• Support CIS baseline configuration activities, including use of Jamf Pro configuration profiles and Group Policy
• Help ensure laptops/desktops are configured with full disk encryption and that encryption keys are stored properly in secured systems
• Identify and remediate security vulnerabilities and configuration findings for endpoints in accordance with NIH security policies
• Assist the Client IT Security team with incident response remediation activities and time-sensitive security requests (e.g., 0-day vulnerability response)
• Help ensure endpoints meet compliance requirements including encryption at rest/in transit, antivirus, CDM agents, and baseline hardening
• Develop and maintain technical documentation, SOPs, checklists, diagrams, training materials, and customer communications
• Create or update user guides for collaboration tools, conference room technology, and common service desk requests
• Support basic training sessions (town halls/brown bags) on tools such as Teams, Zoom, WebEx, OneDrive, and NIH Box
• Contribute to service improvements through analysis of ticket trends, recurring issues, and customer satisfaction feedback
• Provide basic support for conference room and meeting solutions including Teams, Zoom, WebEx, Apple TV/AirPlay, and other AV systems
• Assist with dry runs and live meeting/event support as needed, including for high-visibility events
• Assist with tracking and maintaining accurate IT asset information in the Client Asset Management System (AMS)
• Support hardware refresh, deployment, sanitization, surplus, and secure disposal activities

Skills

• Public Trust clearance
• 3+ years experience (or equivalent combination of education and experience) supporting end-users with: Hardware and peripherals troubleshooting, Windows and macOS operating systems support, Imaging / deployments, Software installation and troubleshooting, Network connectivity (wired/wireless/VPN), Security compliance practices, Active Directory basics and endpoint support tools
• CompTIA A+ certification
• Apple Certified Support Professional (ACSP) certification
• ITIL 4 certification
• Strong troubleshooting methodology and ability to prioritize incidents based on impact/urgency
• Clear communication (verbal/written), professional customer engagement, and documentation habits
• Ability to work in a structured environment with strict security policies and deadlines
• Ability to work independently while collaborating with federal leads and cross-functional IT teams
• Ability to lift/transport IT equipment and perform deskside support tasks
• Must be reliable and able to work across multiple buildings/facilities as needed
• Bachelor's degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management)
• Proficiency supporting and troubleshooting: Apple macOS, Apple iOS, and Microsoft Windows, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams), Zoom and other collaboration platforms
• Experience providing remote support using tools such as Bomgar or Microsoft Remote Desktop Services
• Working knowledge of ITSM tools (ServiceNow preferred; Remedy or Cherwell acceptable)
• Ability to create clear technical documentation and end-user guides
• Exposure to security hardening concepts (CIS baselines, encryption, patching, vulnerability remediation)
• Ability to deliver basic user training and support customers with varying technical skill levels
• Strong customer service skills and familiarity with IT Service Management concepts and SLAs

Qualifications

Must Haves

• Public Trust clearance
• 3+ years experience (or equivalent combination of education and experience) supporting end-users with: Hardware and peripherals troubleshooting, Windows and macOS operating systems support, Imaging / deployments, Software installation and troubleshooting, Network connectivity (wired/wireless/VPN), Security compliance practices, Active Directory basics and endpoint support tools
• CompTIA A+ certification
• Apple Certified Support Professional (ACSP) certification
• ITIL 4 certification
• Strong troubleshooting methodology and ability to prioritize incidents based on impact/urgency
• Clear communication (verbal/written), professional customer engagement, and documentation habits
• Ability to work in a structured environment with strict security policies and deadlines
• Ability to work independently while collaborating with federal leads and cross-functional IT teams
• Ability to lift/transport IT equipment and perform deskside support tasks
• Must be reliable and able to work across multiple buildings/facilities as needed

Nice to Haves

• Bachelor's degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management)
• Proficiency supporting and troubleshooting: Apple macOS, Apple iOS, and Microsoft Windows, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams), Zoom and other collaboration platforms
• Experience providing remote support using tools such as Bomgar or Microsoft Remote Desktop Services
• Working knowledge of ITSM tools (ServiceNow preferred; Remedy or Cherwell acceptable)
• Ability to create clear technical documentation and end-user guides
• Exposure to security hardening concepts (CIS baselines, encryption, patching, vulnerability remediation)
• Ability to deliver basic user training and support customers with varying technical skill levels
• Strong customer service skills and familiarity with IT Service Management concepts and SLAs

Benefits

• Health insurance options (medical, dental, vision)
• Life and disability insurance
• Retirement plan contributions
• Paid leave
• Federal holidays
• Professional development
• Lifestyle benefits