• Job Description

  Req#: 2760

  LCG is seeking a Service Desk Special Projects Lead who will directly support our federal client and collaborate with a team for providing service desk support, field application and hardware calls, ensuring the stability, integrity and efficient operations of the IT infrastructure, and support of a remote home-based workforce. Individual in this role will maintain a working knowledge of all hardware and software applications in order to resolve problems/issues on the initial call.

  Essential Responsibilities

  • Assist with requirements gathering, alternative analysis, project planning, scoping, cost, risk, and resource management.

  • Assist in the development and presentation of IT business cases for proposed IT initiatives/projects.

  • Work with the Help Desk Manager to provide supervision and direction to Service Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels.

  • Work on multiple projects, simultaneously, in an IT support environment, managing tasks and problems related to end-user hardware and software, and managing new service offerings from inception to operations.

  • Configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.

  • Configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.

  • Using ServiceNow for incident logging and ticket tracking

  • Hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.

  Required Qualifications

  • Bachelor’s degree from an accredited institute (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management), Or additional 5 years of experience.

  • 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.

  • Candidate must have project management experience, and experience with MS Project or similar project management software tools.

  • Candidate must have knowledge of ITIL’s Incident, Request, Problem, Configuration, and Change Management practices.

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

  • Candidate 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).

  • Candidate must possess and practice the following skills, excellent communications (verbal and written), analytical and problem solving, time management and organization, patience, and professionalism.

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

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

  • Candidate 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.

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

  • Ability to successfully manage numerous projects simultaneously.

  • Ability to communicate effectively, both oral and written, with internal and external stakeholders.

  • Ability to balance competing priorities and meet numerous deadlines.

  • Required Certifications: CompTIA A+; Apple Certified MacOS Technician (ACMT); ITIL 4 (or ability to obtain ITIL4 certification within 6 months of joining)

  • Desired (1 or more): CompTIA Security+; Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Apple Certified Support Professional (ACSP); Apple Certified iOS Technician (ACiT); Jamf Pro Certified Tech/Admin; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications appropriate to the requirement are desirable.

  • Federal customer experience supporting HHS, preferably NIH.

• 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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