Service Desk Specialist

Clearance - Public Trust 

Location- Bethesda, MD 

Onsite Require - 5 Days a 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 is seeking a Service Desk Specialist to support an institute at the National Institutes of Health (NIH) located in Bethesda, MD.

Duties and Responsibilities:

• Help Desk Specialists supporting campus staff must be proficient in configuring, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft  Windows operating systems and fielding related how-to questions.
• Candidates must be proficient in supporting MicrosoftOffice365, (including, but not limited to),
• Microsoft Outlook, Word, Excel, Power Point, Skype, OneDrive, Teams, and Zoom for Mac and Windows.
• Candidates must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies,  such as Bomgar, Microsoft’s Remote Desktop Services, and/or SolarWinds Dameware.
• Candidates must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow(preferred), Remedy, or  Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Candidates must have experience in developing training materials and provide training to users with various skill levels.
• Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to  customers when new requirements or alternative solutions are needed. 

Requirements: 

• Minimum of three (3) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, software applications, and network  connectivity.
• Demonstrated Mac proficiency.
• Critical thinker
• Adept at problem-solving
• Required: ITIL 4, CompTIA A or Apple Certified Support Professional (ACSP) ( or be able to obtain within 6 months of employment) 

Desired Requirements:

• Desired: Bachelor’s degree from an accredited institute (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business or Project Management).

• Desired (1 or more): CompTIA Security ; Microsoft Office Specialist: M Microsoft; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Apple Certified Support Professional (ACSP); Apple Certified MacOS Technician (ACMT); Apple Certified iOS Technician (ACiT); Jamf Pro Certified; HDI- CSR; HDI-SCA; HDI- DAST; HDI-TSPS; or other industry-recognized certifications appropriate to NIAMS requirement are desirable.

Compensation and Benefits 

The projected compensation range for this position is $58,000 to $75,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary for this position is $65,200 per year.  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. 

Salary : $58,000 - $75,000