Desktop Support Technician, Associate

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Location:

Bethesda, MD (Hybrid) – 4 Days Onsite – 1 Day Remote.

Position Title: Desktop Support Technician, Associate
Clearance: Public Trust
Position Summary: We are seeking a Desktop Support Technician, Associate to join a highly skilled team providing technical support to hardware, software, and operating systems in an inter-networked environment. The Desktop support team provides technical support services for a Mac and Windows environment ranging from Tier 1 to advanced Tier 2. The enterprise encompasses desktop applications, browsers, printers, scientific equipment, and unified communications.

The ideal candidate must have excellent communication, interpersonal skills, and the ability to work effectively with all organizational levels. Responds to telephone calls, email, and requests for technical support with emphasis supporting Apple devices. The role will require this individual to document, track, and monitor problems to provide resolution promptly.

Key Responsibilities

• Apple macOS and iOS device support.
• Microsoft Windows laptop and desktop support.
• Patch Management (scripting) for macOS and Windows.
• Client connectivity to Open Directory and Active Directory in a domain environment.
• Usage of distribution lists and security groups for computer accounts and user accounts.
• File Server connectivity for clients, with associated file permissions and drive mappings.
• Support for MS Outlook and Office 365 applications.
• Conference room & meeting support.
• Security configurations and settings for macOS and Windows clients.
• Basic Hardware configuration, software upgrade and installation for MAC’s and PC’s.
• Network services troubleshooting and connectivity, including wireless.
• Full disk encryption for laptops and desktops.
• Create, maintain and update of Windows desktop image.
• Ensuring desktop complies with security policies.
• Creation of Standard Operating Procedure (SOP) documentation.
• Analyze and identify trends in issue reporting and devise preventive solutions.
• Anti-Virus and Anti-Spyware support.
• Mobile Device Management support.
• Responds to client requests and provides technical support and training to end users.
• Ensure that all tickets are documented with current status, customer communications and full description of the problem/resolution daily.
• Review, maintain and enforce standard operating procedures.
• Able to determine the appropriate time to elevate complex inquiries to a senior technician.

Requirements

• Associate degree in the field of computer science OR 1+ years of demonstrated experience troubleshooting current and previous Apple and Microsoft operating system(s).
• Apple ACSP, Microsoft MCP, CompTIA A+/Net+ or equivalent relevant experience.
• JAMF 100 - Required
• 3+ years of experience with Mac OSX support
• 3+ years of experience Windows desktop support
• Strong analytical, troubleshooting, and problem‑solving skills.
• Ability to grasp IT concepts while following desktop support policies and procedures.
• Capable of working on tasks/projects individually and as part of a team.
• Staying current with new technologies and collaborate ideas.
• NIH Experience a plus.
• Ability to pass a Public Trust Background Investigation to handle sensitive, non‑classified data.

Compensation And Benefits

The projected compensation range for this position is $28.85/hr to $32.21/hr 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,…