LCG is seeking Desktop Technician, Associate provides on-site and remote end-user IT support in a secure federal research environment supporting the Client at NIH. This role is responsible for day-to-day desktop, laptop, mobile device, and peripheral support, ensuring compliance with NIH, HHS, and federal security standards. The technician delivers high-quality customer service while supporting approximately 350 - 475 users across Windows, macOS, and mobile platforms.
Key Skills for This Role
WindowsmacOSServiceNowBigFixJAMFBitLocker
Full Job Posting
Location
Bethesda, MD
Required Clearance: Public Trust
Onsite: 5 Days
Job Overview
LCG is seeking Desktop Technician, Associate provides on-site and remote end-user IT support in a secure federal research environment supporting the Client at NIH. This role is responsible for day-to-day desktop, laptop, mobile device, and peripheral support, ensuring compliance with NIH, HHS, and federal security standards. The technician delivers high-quality customer service while supporting approximately 350 - 475 users across Windows, macOS, and mobile platforms.
Key Responsibilities
Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS (Big Sur, Monterey and later) environments, including OS configuration, troubleshooting, and performance optimization
Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with NIH security baselines (USGCB, CIS benchmarks)
Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and NIH proprietary applications
Support mobile and endpoint devices, including: iOS devices (iPhones, iPads) Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners)
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Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support
Use ServiceNow for incident, request, and tasks: Accurately categorize, prioritize, document, and resolve tickets Meet defined SLA response and resolution times
Accurately categorize, prioritize, document, and resolve tickets
Meet defined SLA response and resolution times
Configure and manage endpoint security controls, including: Full-disk encryption (BitLocker/FileVault) Antivirus/EDR tools (e.g., Cylance or equivalent) Secure configuration enforcement
Full-disk encryption (BitLocker/FileVault)
Antivirus/EDR tools (e.g., Cylance or equivalent)
Secure configuration enforcement
Perform patch and vulnerability management using enterprise tools such as: BigFix (Windows) JAMF (macOS and iOS)
BigFix (Windows)
JAMF (macOS and iOS)
Assist with account and access management using NIH-approved tools: Active Directory (user accounts, groups, profiles) PIV/CAC authentication and certificate troubleshooting
Active Directory (user accounts, groups, profiles)
PIV/CAC authentication and certificate troubleshooting
Support remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)
Configure systems for secure network connectivity, including: NIH domain joining VPN connectivity Network Access Control (NAC) compliance
NIH domain joining
VPN connectivity
Network Access Control (NAC) compliance
Perform IT asset lifecycle management, including: Inventory tracking and reconciliation Equipment refresh and reassignment Media sanitization and device decommissioning per NIST 800-88 guidelines
Inventory tracking and reconciliation
Equipment refresh and reassignment
Media sanitization and device decommissioning per NIST 800-88 guidelines
Provide conference room and meeting technology support, including: Microsoft Teams and Zoom Audio/visual systems, cameras, microphones, and presentation equipment
Microsoft Teams and Zoom
Audio/visual systems, cameras, microphones, and presentation equipment
Assist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams: Malware remediation Endpoint isolation and recovery
Malware remediation
Endpoint isolation and recovery
Develop and maintain technical documentation and SOPs, including: End-user guides Common troubleshooting procedures Desktop configuration documentation
End-user guides
Common troubleshooting procedures
Desktop configuration documentation
Collaborate closely with: Client federal staff NIH Center for Information Technology (CIT) Network, systems, and security teams
Client federal staff
NIH Center for Information Technology (CIT)
Network, systems, and security teams
Requirements
A minimum of 3 years of relevant IT end-user / desktop support experience. A minimum of 1 year of mac troubleshooting experience.
A minimum of 1 year of mac troubleshooting experience.
Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment
Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)
Familiarity with ticketing systems which is ServiceNow
Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation
Strong customer service, communication, and documentation skills
Ability to work on-site during standard business hours with flexibility for occasional after-hours support
Ability to obtain and maintain a Public Trust (Moderate Risk) clearance
Education - Bachelor’s degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experience
Certification - One or more of the following is preferred:
CompTIA A+
Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification
Apple Certified Mac Technician (ACMT)
Apple Certified Support Professional (ACSP)
ITIL 4
Preferred Skills
Experience supporting federal or government IT environments
Familiarity with NIH or HHS security standards and policies
Experience with endpoint management tools such as BigFix or JAMF
Knowledge of asset management and hardware lifecycle processes
Ability to create clear SOPs and end-user documentation
Experience supporting conference room AV and collaboration tools
Compensation and Benefits
The projected compensation range for this position is $28/hr to $32/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, 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 .
About LCG, Inc.
IT Services & Consulting214 employeesFounded 1990
Private technology consulting firm providing IT, grants management, cybersecurity, and digital transformation services to U.S. federal agencies.
