Desktop Technician, Associate

Location: Rockville, MD (Occasional Travel to Atlanta, GA – According to Client Need)

Required Clearance: Public Trust

Onsite: Hybrid Work (Minimum 2 Days Onsite)

Job Title: Desktop Technician, Associate

The Desktop Technician, Associate provides day-to-day end-user and operational support for Client Informatics environment, ensuring reliable access to core tools, accounts, and applications. This role supports incident/request intake and resolution through Service Now, troubleshoots desktop and application issues, assists with onboarding/offboarding, and contributes to service continuity through documentation, SLA tracking, and coordination with infrastructure teams. Work supports Client requirements for informatics services and technical support.

• Provide Tier 1 and Tier 2 desktop and end-user technical support for Windows-based systems, peripherals, and enterprise applications.
• Diagnose and resolve operating system issues including performance degradation, system errors, patching conflicts, driver issues, and connectivity problems.
• Manage incidents, service requests, and access requests in Service Now
  , ensuring proper categorization, prioritization, escalation, and resolution.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, One Drive, SharePoint, and Office desktop applications.
• Support user onboarding and offboarding
  , including account provisioning/deprovisioning, group membership changes, license assignment, and access validation using Azure AD / Entra .
• Perform basic identity and access management tasks such as password resets, MFA troubleshooting, account lockout resolution, and role-based access verification.
• Install, configure, and maintain approved software packages and endpoint configurations in accordance with organizational standards.
• Coordinate with cloud, infrastructure, networking, and security teams to escalate and resolve complex issues impacting user productivity.
• Document and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base articles to improve first-call resolution.
• Monitor, track, and report Service Level Agreements (SLAs), incident trends, root causes, and performance metrics.
• Support continuity of operations by following established escalation paths and assisting during outages, system maintenance, or high-priority incidents.
• Adhere to ITIL best practices for incident, request, problem, and change management while complying with CDC and organizational IT policies.

• 4+ years of experience in desktop support, help desk, or IT operations support.
• Associate’s or Bachelor’s degree (or equivalent relevant experience).
• Certification (Preferred)
  • ITIL certification preferred
  • CompTIA A+
• Hands-on experience with Service Now (incident/request management, ticket lifecycle, categorization, documentation).
• Strong knowledge of Windows OS support and troubleshooting.
• Working knowledge of Azure AD / Entra (user/account access concepts, groups, authentication basics).
• Proficiency supporting Microsoft 365 (Office 365) applications (Outlook, Teams, One Drive, SharePoint basics).
• Familiarity with ITIL processes (incident, request, problem, change fundamentals).
• Strong customer service skills, clear written communication, and ability to prioritize workload in a ticket-driven environment.

The projected compensation range for this position is $55,000 to $70,000 per year benchmarked in the Washington, D.C. metropolitan area. 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…