Help Desk Lead - LCG, Inc.

Location: Rockville, MD (Hybrid)

Required Clearance: Ability to obtain Public Trust

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 30 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.

Duties and Responsibilities:

• Lead a team of desktop support technicians for day-to-day operations, queue management, timely resolutions, and status reporting
• Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions.
• Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards including creating and updating Standard Operating Procedures.
• Acts as the escalation point for issues and supports final resolutions.
• Effectively manages multiple efforts simultaneously.
• Analyzes support metrics and user feedback to identify trends and makes recommendations for areas for improvement.
• Diagnose and resolve complex desktop hardware and software issues, ensuring minimal downtime.
• Providing Executive Support to HRSA’s Sr. Leadership
• Immediately notify LCG management and the HRSA Security Operations Center of any known, reported, or suspected breaches in systems security or threats to integrity of systems and processes
• Review and participate in projects that evaluate, test and introduce new technology and approaches

 Requirements and Qualifications

·       College diploma or university degree in the field of computer science or 5+ years equivalent work experience

·       Certifications in A+, HDI, MCSE or MCPs in current Microsoft workstation, server and applications

·       3+ years demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating system(s)

·       3+ years demonstrated experience supporting client configuration, administration and network access in Microsoft server environments.

·       3+ years in a lead/supervisory position.

·       Expert knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (iPhones).

·       Expert experience with desktop operating systems, including Windows 10/11.

·       Extensive application support experience and knowledge of Microsoft Office 365 to include Publisher, Outlook, Access, Power Point, Excel, Word, Project, MS Teams, and OneNote

·       Proven ability to work as part of a team as well as show initiative and ability to work independently.

·       Excellent written and oral communication skills.

·       Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Demonstrated experience in evaluating and testing current and new software/hardware technology.

·       Strong documentation skills.

·       Excellent leadership skills.

·       Complex problem-solving skills.

Preferred Skills and Experience

·       Demonstrated experience in leading and mentoring Jr. Technical staff.

·       Experience creating Standard Operating Procedures.

·       Experience providing Executive Support.

·       Experience using the Service Now ticketing system.

·       Experience in leading projects.

·       Experience with Help Desk / Desktop Support.

• Familiarity with supporting government security standards and system configuration.

Compensation and Benefits 

The projected compensation range for this position is $84,500 to $101,200 with a target salary of $91,000 per year benchmarked in the Washington, D.C. metropolitan area. 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. 

Devoted to Fair and Inclusive Practices  

All qualified applicants 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.  

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com. 

Securing Your Data 

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com. 

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.