Location: Bethesda, MD (Hybrid)

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:

We are seeking a Senior Service Desk Specialist to support an institute at the National Institutes of Health (NIH) located in Bethesda, MD.

Duties and Responsibilities:

• Provide End-User Deskside, Remote, Computer and Network Support
• Provide computer lifecycle management plan & process.
• Provide mobile device support, support, meeting solutions, and conference room support.
• Provide endpoint management, CIS hardening, baseline configurations, and Group Policy
• Weekly and monthly status reporting
• Customer service walking rounds
• Project and task support

Requirements: 

• Bachelor’s degree from an accredited institute (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management). A minimum of 10 years’ experience in a position with hands-on management and review of contracts and management of compliance programs.
• Minimum of five (5) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
• Candidate must be proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
• Candidate must be proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.
• Candidate must be proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
• Candidate must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, and Microsoft’s Remote Desktop Services.
• Candidate 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).
• Candidate must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Candidate must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Candidate must have experience in developing training materials and provide training to users with various skill levels.
• Candidate 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.
• Candidate must have experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.
• Required: CompTIA A and Apple Certified Support Professional (ACSP)

Desired Requirements:

• Desired (1 or more): CompTIA Security ; Microsoft Office Specialist: Microsoft Office 2016; 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 Tech; 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 $75,000 to $100,000 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. 

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.