Desktop Support Technician, Junior

Key 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.
• Assist with wired, wireless, and VPN connectivity, including authentication and access issues.
• Perform user data backups, restoration, settings preservation, and system refresh activities as needed.
• Coordinate loaner device issuance and maintain loaner readiness, tracking inventory weekly.

Service Desk & Ticket Lifecycle Ownership

• 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.

Endpoint Management, Imaging, and Patch Support

• Support imaging services for Windows and macOS endpoints using Microsoft MECM and Jamf Pro.
• Affiliate 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.

Security Compliance & Vulnerability Remediation

• Identify and remediate security vulnerabilities and configuration findings for endpoints in accordance with NIH security policies.
• Affiliate 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.

Documentation, Training, and Continuous Improvement

• Create and maintain technical documentation, SOPs, checklists, diagrams, training materials, and customer communications.
• 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.

Conference Room & Collaboration Tool Support

• Provide basic support for conference room and meeting solutions including Teams, Zoom, WebEx, Apple TV/AirPlay, and other AV systems.
• Affiliate with dry runs and live meeting/event support as needed, including for high-visibility events.

Asset & Lifecycle Support

• Affiliate 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.

Education & Experience

• Desired: Bachelor’s degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).
• Required (Junior Role Alignment): 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.
• Strongly Preferred: 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.

Required Certifications

• CompTIA A+
• Apple Certified Support Professional (ACSP)
• ITIL 4

Desired 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 Certifications (CSR, SCA, DAST, TSPS)

Compensation And Benefits

The projected compensation range for this position is $48,000 to $60,000 per year 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.