IT Support Technician I

2 weeks ago

Rockville, Maryland, United States LCG Full time
Location: Rockville, MD (Hybrid)

LCG is a distinguished minority-owned technology consulting firm, recognized for its long-standing partnership with over 40 federal agencies, including numerous Institutes and Centers at the National Institutes of Health (NIH). With a legacy spanning more than 25 years, LCG has been at the forefront of digital transformation and innovation within the Health and Human Services (HHS) and NIH sectors. Our mission is to empower IT organizations by delivering precise technology solutions and operational models that drive mission success and enhance performance.

Position Overview:

We are in search of an IT Support Technician (Tier 1) to join our dedicated team, providing assistance to approximately 2500 users within a federal agency. The role involves delivering support to on-site personnel for a range of IT-related challenges. Assistance may be rendered in a walk-in support area, via telephone, or through direct desk-side visits.

Key Responsibilities:
  • Deliver end-user troubleshooting and support for client personnel, encompassing desktops, laptops, applications, and operational issues.
  • Assist users with troubleshooting and support for network and desktop printers.
  • Configure workstations and laptops with standard desktop images and install necessary applications, optimizing for efficiency and functionality.
  • Set up and manage cellular devices, including activation, suspension, and updates.
  • Provide support to users visiting the client support area, via phone, or through desk-side interactions.
  • Conduct technical troubleshooting and support for MS Teams and Zoom.
  • Offer one-on-one assistance to end-users regarding standard core applications through telephone and desk-side interactions.
  • Ensure meticulous documentation of all tickets, including current status, customer communications, and detailed descriptions of problems and resolutions on a daily basis.
  • Communicate updates to customers regarding the status of issues, especially when projected resolution times change or upon customer request.
  • Adhere to official Client/OIT Property Management protocols for all equipment installations, relocations, loans, or access as mandated by the Government.
  • Support and troubleshoot PIV authentication processes.
  • Collaborate effectively as part of a team while also demonstrating the ability to work independently.
  • Engage in projects that assess, test, and introduce new technologies and methodologies.
  • Review, maintain, and enforce established procedures and quality standards.
Qualifications:
  • College diploma or university degree in computer science or a minimum of 2 years of equivalent professional experience.
  • Proficient in using the Service Now ticketing system.
  • At least 2 years of demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating systems.
  • One to two years of relevant IT/telecommunications experience.
  • Prior experience with VOIP systems.
  • Familiarity with basic networking protocols, including DNS, DHCP, VPNs, and WAN/LAN TCP/IP.
  • Certifications such as A+, MCSE, or MCPs in current Microsoft workstation, server, and applications are highly preferred.
  • Knowledge of fundamental computer hardware, including Dell computers and laptops, printers, and mobile devices (primarily iPhones).
  • Experience with desktop operating systems, particularly Windows 10.
  • Application support experience and familiarity with Microsoft Office 2016 products, including Publisher, Outlook, Office 365, OneDrive, Access, PowerPoint, Excel, Word, Project, Teams, Zoom, Service Now, Adobe Software, LANDesk, Avaya Softphone, Symantec, Skype for Business, and OneNote.
  • Proven ability to collaborate within a team while also demonstrating initiative and the capacity to work independently.
  • Experience with Mobile Device Management software (Mobile Iron).
  • Familiarity with Avaya System Administration.
  • Exceptional interpersonal skills, emphasizing rapport-building, active listening, and effective questioning.
  • Strong written communication skills in English.
  • Excellent documentation abilities.
Compensation and Benefits

The anticipated compensation range for this role is between $48,000 and $66,000 annually, based on benchmarks within the Washington, D.C. metropolitan area. This salary range represents a good faith estimate across various experience levels. Compensation at LCG is influenced by multiple factors, including role, location, education/training, knowledge, skills, competencies, certifications, and work experience.

LCG provides a competitive and comprehensive benefits package, which includes options for health insurance (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development opportunities, and lifestyle benefits.

Commitment to Fair and Inclusive Practices

All qualified candidates 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.

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