• Job Description

  Req#: 2820

  LCG is seeking an IT Desktop Engineer to join a highly skilled team providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. Enterprise operating environment includes various desktop/laptop running Mac OS and WIndows, which encompasses desktop applications, browsers, printers, and telecommunications and video. The ideal candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The role will require this individual to document, track, and monitor problems to provide resolution promptly.

  Essential Responsibilities:

  • Respond to internal and external client requests and provides technical support and training to end users

  • Identify, research, and resolve technical issues; escalates complex inquiries

  • Install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.

  • Install and configure operating systems and applications such as word processing, database, and spreadsheet programs.

  • Provide end-user troubleshooting and support for staff to include desktop, laptop, applications, and operations

  • Configure, support, and troubleshoot Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.

  • Configure, support, and troubleshoot Apple iOS mobile devices, as well as fielding related how-to questions.

  • Support Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.

  • Use ServiceNow for incident logging and ticket tracking

  • Design, analyze, and maintain Federally mandated security and configuration settings for Windows Desktop, Windows Server, and MacOS

  • Provide end-user troubleshooting and support for users on network and desktop printers

  • Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation

  • Support, promote and develop desktop management, software deployment, systems administration, data integrity and recovery

  • Configure (hardware and network), install, manage, and troubleshoot desktop and network printers

  • Ensure that all tickets are documented with current status, customer communications and full description of the problem/resolution daily

  • Perform installation and troubleshooting of software; including all service packs, hotfixes, for all approved systems and devices

  • Provide one-on-one desk-side assistance to end-users on the standard core applications

  • Provide updates to the customer regarding the problem’s status when the projected completion time for problem resolution changes or if the customer requests status

  • Review and participate in projects that evaluate, test and introduce new technology and approaches

  • Review, maintain and enforce approved procedures and quality standards

  Required Qualifications:

  • Minimum of five (5) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.

  • Minimum of three (3) years’ experience managing JAMF to include, but not limited to, system imaging, 3rd party patching, system security, and patching.

  • Candidates must be proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.

  • Candidates must be proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.

  • Candidates must be proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.

  • Candidates must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft’s Remote Desktop Services, and/or SolarWinds Dameware.

  • Candidates must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).

  • Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.

  • Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.

  • Candidates must have experience in developing training materials and provide training to users with various skill levels.

  • Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.

  • Candidates must have knowledge and experience in designing, analyzing, and maintaining Federally mandated security and configuration settings for Windows Desktop, Windows Server, and MacOS.

  • Required Certifications: JAMF Pro Certified Administrator (300); ITIL 4 (or ability to obtain ITIL4 certification within 6 months of joining)

  • Desired Certifications (1 or more): CompTIA Security+; Apple Certified Support Professional (ACSP); Apple Certified MacOS Technician (ACMT); Apple Certified iOS Technician (ACiT); Jamf Pro Certified Tech; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications.

  • Federal customer experience supporting HHS, preferably NIH desired.

• About the company

  LCG is a leading provider of high impact consulting services to government and public services. Learn how we can work together.

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