Senior Desktop Support Engineer: Onsite, Public Trust

LCG Inc.; Rockville (MD); Hybrid; USD 58,000 - 66,000; Full time

Job summary

NIH is seeking a Senior Desktop Support Technician to deliver advanced end-user desk-side and remote support across Windows and Apple platforms in a highly secure enterprise environment. You will troubleshoot, assist with connectivity, and support collaboration tools for diverse user groups, including leadership, while meeting SLAs.

Key duties include incident documentation, AD administration, device lifecycle, and mobile device management enrollment.

Qualifications

• Bachelor's degree in a related field preferred.
• Minimum of five years of end-user IT support experience.
• Experience with Windows/macOS, imaging, networking, VPN.
• Strong knowledge of Microsoft 365 applications.
• Proven ability to write clear documentation and SOPs.

Responsibilities

• Provide Tier 2/3 end-user desk-side and remote support for Windows and macOS.
• Manage incidents using ITSM tools (ServiceNow, Remedy, Cherwell) and escalate as needed.
• Support Active Directory administration and endpoint management with security compliance checks.
• Coordinate device lifecycle tasks: build/deploy, reimage, upgrades, sanitization, surplus.
• Support client government mobile devices and MDM enrollment.

Skills

Troubleshooting

Windows

macOS

Office 365

Active Directory

ITSM

Remote support

Security compliance

VPN

Documentation

Education

Bachelor's degree

Tools

ServiceNow

Bomgar

Remote Desktop

Cherwell

Job description

NIH is seeking a Senior Desktop Support Technician to deliver advanced end-user desk-side and remote support across Windows and Apple platforms in a highly secure enterprise environment. You will troubleshoot, assist with connectivity, and support collaboration tools for diverse user groups, including leadership, while meeting SLAs.

Key duties include incident documentation, AD administration, device lifecycle, and mobile device management enrollment.