Helpdesk Technician, Associate

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

Job Title: Helpdesk Technician, Associate (Helpdesk Lead)

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 Helpdesk Technician, Associate (Helpdesk Lead). The Client plays a critical role in supporting financial stability through data collection, research, and risk measurement. Its mission includes standardizing data formats, developing analytical tools, conducting applied research, and assisting financial regulatory agencies in making informed decisions. By making the results of its activities available to financial regulators, the client contributes to a more stable and transparent financial system.

As the Helpdesk Technician, Associate (Helpdesk Lead), you will provide daily supervision and direction to help desk staff responsible for assisting users via phone and in-person support. Your primary responsibilities will include troubleshooting issues related to email, directories, computer operating systems, desktop applications, and specialized applications developed or deployed under this contract. Additionally, you will serve as the first point of contact for diagnosing and resolving hardware/software issues for PC and Mac systems, as well as printers, ensuring efficient IT operations across the organization.

Key Tasks and Responsibilities:

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  Answer and triage all requests, resolve technical issues as expediently as possible, and escalate to Tier II or Tier III as appropriate.

  
  

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  Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in areas such as e-mail, directories, computer operating systems, desktop applications, and applications developed or deployed under this contract.

  
  

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  Serve as the first point of contact for troubleshooting hardware/software issues for all types of computer systems (PC and Mac) and printer problems.

  
  

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  Manage day-to-day work assignments of help desk personnel and report issues/outages to management.

  
  

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  Perform root cause analysis and analyze trends to remediate issues at the enterprise level.

  
  

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  Coordinate and collaborate with other teams within IT on issues and reporting to staff.

  
  

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  Identify and resolve problems with all automation hardware, software, systems, and peripherals, at the customer service support center, customer site, or by utilizing remote tools.

  
  

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  Document all requests and resolutions in the client Trouble Ticketing System.

  
  

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  Install and troubleshoot Microsoft Operating System Software and office automation software used on supported desktops.

  
  

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  Install, configure, and troubleshoot common Network Protocols, including TCP/IP and wireless protocols.

  
  

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  Install, troubleshoot, and perform repairs for terminals, mobile devices, peripherals, and software.

  
  

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  Install and configure workstation components such as network cards, sound cards, modems, video cards, printers, scanners, FAX machines, and other peripherals.

  
  

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  Provide requested reports derived from the OFR Trouble Ticketing System.

  
  

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  Monitor, troubleshoot, and resolve operational and software issues associated with network and stand-alone printers.

  
  

Qualifications

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  Bachelor's Degree desired; High School diploma required.

  
  

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  1-2 years of IT operations experience. Relevant experience and/or certifications may be substituted for degree requirements.

  
  

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  Preferred Qualifications:

  
  

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  ITIL Foundation Certification.

  
  

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  Experience with ServiceNow or other ITSM tools.

  
  

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  Experience supporting government IT environments.

  
  

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  CompTIA A+, Network+, or relevant IT certifications.

  
  

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  Experience in a Microsoft computer support environment.

  
  

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  Strong problem-solving and troubleshooting skills.

  
  

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  Excellent customer service and communication skills.

  
  

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  Ability to manage multiple priorities in a fast-paced environment.

  
  

Compensation and Benefits

The projected compensation range for this position is $58,600 to $72,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary is $65,000. 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.

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.

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