Desktop Support Technician, Senior

Location: Bethesda, MD (Hybrid)

Position Title: Desktop Support Technician, Senior

Clearance: Public Trust

Onsite: 4 Days

Position Summary: LCG is seeking a Senior Desktop Support Technician to provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Relies on experience and judgment to plan and accomplish goals. Typically reports to a supervisor or manager.

A moderate degree of creativity and latitude is expected.

• Responds to internal and external client requests and provides technical support and training to end users.
• Identifies, researches, and resolves technical issues; escalates complex inquiries.
• May install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.
• May install and configure operating systems and applications such as word processing, database, and spreadsheet programs.
• Documents, tracks, and monitors customer requests to ensure timely resolutions.
• Professionally handle incoming requests from users to ensure issues are resolved promptly and thoroughly.
• Document service requests and enter helpdesk database for tracking.
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Resolve more complex issues requiring detailed systems and applications knowledge issues escalated from lower-level support technician.
• Provide backup support to the Mac/ Windows desktop engineer Jamf, Ivanti, Intune, including package creation, system troubleshooting, and system management.

• Associate's Degree in computer science or related field
• A minimum of 3-5 years' experience
• 2.5 or more years of experience with Windows Desktop Administration;
  MacOS Support; configuring and troubleshooting MS Office applications;
  Dell laptop and Mac Book experience
• Experience supporting software package in an end point manager (Jamf, Ivanti and Intune)
• Experience with Active Directory, managing user accounts and passwords, and troubleshooting permissions issues
• Experience supporting IT services within federal contracting environments, delivering timely and effective issue resolution in accordance with government standards and requirements.
• Experience with Service Now.

• Certifications:
• Demonstrated ability to leverage AI-powered tools (e.g., ChatGPT, Microsoft Copilot) to enhance productivity in desktop support operations, including troubleshooting technical issues, generating incident reports, documenting resolutions, developing user training materials, and guiding team members in using Microsoft 365 Copilot to improve collaboration, streamline workflows, and accelerate issue resolution.

The projected compensation range for this position is $30/hr to $38/hr 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.

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.