Senior Helpdesk Specialist

This job opportunity is part of an RFP process; candidates are invited to submit their resumes detailing relevant experience.

Job Title: Senior Helpdesk Specialist

Work Location: Washington DC (Onsite)

Clearance: Public Trust

Required: US citizen or Lawful Permanent Resident

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.

Job Summary:

LCG's Growth Team is seeking an experienced Senior Helpdesk Specialist. The Senior Helpdesk Specialist is responsible for providing phone and in-person support to users in areas including email, directories, computer operating systems, and desktop applications across various computer systems. This role serves as a primary point of contact for troubleshooting hardware and software issues on both PC and Mac platforms, as well as printer problems. The specialist will answer and triage all client requests, resolve technical issues within their scope of expertise efficiently, and escalate complex problems to Tier II or Tier III as necessary. Additionally, this role includes supporting client IT Help Desk operations, which involve maintaining and troubleshooting IT systems, upgrading and expanding technology resources, and working in close coordination with Client IT staff.

Key Tasks and Responsibilities:

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  Serve as the first point of contact for IT support requests, ensuring prompt identification and resolution of issues within assigned expertise levels. Escalate more complex issues to Tier II or Tier III as needed.

  
  

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  Identify, troubleshoot, and resolve problems related to hardware, software, systems, and peripherals in support of a hybrid work environment.

  
  

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  Document all requests, troubleshooting steps, and resolutions in an IT Service Management solution such as ServiceNow. Provide requested reports derived from ServiceNow data.

  
  

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  Install, configure, and troubleshoot Microsoft Windows operating systems (Windows 10/11, Server 2019) and office automation tools, including Microsoft Teams and Zoom.

  
  

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  Install, configure, and troubleshoot network protocols, including TCP/IP and wireless connectivity.

  
  

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  Provide support for call center operations, ensuring efficient handling of IT support requests and inquiries.

  
  

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  Install and configure workstation components such as network cards, sound cards, video cards, printers, scanners, video teleconferencing equipment, and other peripherals.

  
  

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  Support telecommunication services, including iPhone configurations and management.

  
  

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  Manage the deployment, configuration, imaging, and collection of IT hardware (laptops, mobile phones, etc.) for staff during onboarding and offboarding.

  
  

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  Provision and support multi-factor authentication (MFA) solutions such as YubiKeys or equivalent security tokens.

  
  

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  Perform root cause analysis to identify recurring issues and recommend improvements to prevent future incidents.

  
  

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  Participate in the after-hours support rotation as required.

  
  

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  Provide support for network conversion, remote desktop services (BeyondTrust Remote Assistance, Microsoft RDP, Zscaler), and VMware Horizon Virtual Desktop Infrastructure (VDI).

  
  

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  Assist in asset and inventory management activities, ensuring proper tracking, distribution, and maintenance of IT hardware and software.

  
  

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  Perform basic troubleshooting of audio/visual equipment for meetings, conferences, and briefings.

  
  

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  Support cabling services and IT infrastructure maintenance as needed.

  
  

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  Assist in software packaging, distribution, and maintenance of software configurations for client workstations.

  
  

Qualifications

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  Education: Bachelor's Degree desired; High School diploma required.

  
  

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  Experience: 8-10 years of IT operations experience required. Relevant experience and/or certifications may be substituted for degree requirements.

  
  

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  Certifications: IT certifications such as A+, Security+, or ITIL are a plus.

  
  

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  Technical Expertise:

  
  
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  Proficiency in Active Directory, Windows Server, and workstation operating systems (Windows 10/11, Server 2019).

  
  

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  Experience with Microsoft Configuration Manager Console (SCCM) and client deployments (MS Intune a plus).

  
  

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  Strong knowledge of Office 365 environment, including Teams and Outlook.

  
  

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  Experience managing and supporting iPhones using MDM solutions.

  
  

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  Experience with multi-factor authentication solutions (e.g., security tokens, YubiKeys).

  
  
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  Familiarity with VMware Horizon VDI environments.

  
  

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  Knowledge of remote desktop connectivity tools (BeyondTrust, Microsoft RDP, Zscaler).

  
  

Compensation and Benefits

The projected compensation range for this position is $68,000 to $82,200 per year benchmarked in the Washington, D.C. metropolitan area. The target salary is $78,000. 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.