Desktop Engineer, Lead - JAMF

Location: Bethesda, MD

Required Clearance: Ability to obtain Public Trust

LCG, Inc. provides insight into the impact of public programs that advance our society. For more than 20 years, LCG, Inc. has been a leading provider of technology-based consulting services, biomedical research support, grants management, decision analytics, software engineering and IT operations that enhance the transparency, efficiency, and empowerment of programs with health and science missions. 

JOB DESCRIPTION 

LCG is seeking an IT Desktop Engineer to join a highly skilled team providing technical solutions and support for hardware, software, and operating systems in an inter-networked environment. Our enterprise operating environment includes various desktop/laptop devices running Mac OS and Windows, encompassing desktop applications, browsers, printers, telecommunications, and video. Additionally, the successful candidate will leverage Microsoft Co-Pilot and AI-driven tools to enhance operational efficiency and provide innovative solutions to technical issues.

The ideal candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively across all organizational levels. This role will require documenting, tracking, and monitoring issues to provide prompt resolutions.

Essential Responsibilities:

·         Respond to internal and external client requests, providing technical support and training to end users, utilizing Co-Pilot to assist with proactive  troubleshooting and knowledge sharing.

·         Identify, research, and resolve technical issues, and escalate complex inquiries while leveraging AI capabilities for predictive issue resolution.

·         Install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.

·         Install and configure operating systems and applications, including word processing, database, and spreadsheet programs.

·         Provide end-user troubleshooting and support for desktop, laptop, applications, and operational needs.

·         Configure, support, and troubleshoot Apple macOS, Apple iOS, and Microsoft Windows operating systems, fielding related how-to questions.

·         Configure, support, and troubleshoot Apple iOS mobile devices, as well as fielding related how-to questions.

·         Support Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, Zoom, and Co-Pilot.

·         Use ServiceNow for incident logging and ticket tracking, integrating AI-based automation to enhance ticket handling and response times.

·         Design, analyze, and maintain Federally mandated security and configuration settings for Windows Desktop, Windows Server, and macOS.

·         Provide end-user troubleshooting and support for network and desktop printers.

·         Configure workstations and laptops with a standard desktop image, install applications, and optimize for performance.

·         Support desktop management, software deployment, systems administration, data integrity, and recovery.

·         Use Co-Pilot to automate routine tasks, such as software patching, configuration management, and system optimization, increasing efficiency and  reducing manual intervention.

·         Perform one-on-one desk-side assistance to end-users on core applications, using Co-Pilot's built-in training modules to enhance user adoption.

·         Provide status updates to customers when there are changes to the projected problem resolution time.

·         Participate in projects to evaluate, test, and introduce new technologies, leveraging AI insights for predictive project outcomes.

·         Maintain and enforce approved procedures and quality standards.

Required Qualifications:

·         Required Certifications: JAMF Pro Certified Administrator (300); ITIL 4 (or ability to obtain ITIL4 certification within 6 months of joining).

·         Minimum of five (5) years’ experience in troubleshooting end-user hardware, operating systems, network connectivity, Active Directory administration,  and endpoint management.

·         Minimum of three (3) years' experience managing JAMF, including system imaging, 3rd party patching, and security.

·         Proficient in configuring and troubleshooting Apple macOS, Apple iOS, and Microsoft Windows operating systems.

·         Proficient in supporting Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, Teams, Zoom, and Microsoft Co-Pilot.

·         Experience using remote support tools such as Bomgar, Microsoft’s Remote Desktop Services, or SolarWinds Dameware.

·         Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow, Remedy, or Cherwell.

·         Strong technical writing skills for documenting end-user and technical procedures.

·         Experience in designing and maintaining Federally mandated security settings for Windows, MacOS, and Windows Server.

·         Ability to leverage AI-driven tools like Microsoft Co-Pilot for operational efficiency, automation, and enhanced support processes.

Desired Certifications (1 or more):

·         CompTIA Security ; Apple Certified Support Professional (ACSP); 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.

·         Federal customer experiences supporting HHS, preferably NIH, is desired.

Salary : $107,900 - $126,800