Help Desk Support Specialist

Summary: The Help Desk Support Specialist provides first-line support to users experiencing technical issues with hardware, software, and peripherals. This role is responsible for handling inquiries via telephone, email, and in-person visits, and ensuring timely resolution of support requests.

Essential Responsibilities

• Provide troubleshooting and maintenance for a variety of devices including Dell, Apple, HP, Lenovo desktops/laptops, Apple iPhone and iPad, HP, Canon, Lexmark, Xerox, Tektronix, Brother, Epson printers, video conferencing equipment, televisions, projectors, conference room equipment, and interactive displays.
• Support a wide range of applications including Adobe Acrobat Pro, Active Directory Services, ActiveRoles Console, Bomgar, FileMaker Pro, HCL BigFix, JAMF Pro, KACE Systems Deployment Appliance, Trellix, Microsoft Office Suite, Microsoft Visio, Microsoft Project, Microsoft Teams, Enterprise Applications, Parallels Desktop, VMware Fusion, VMware View, and Zoom.
• Manage and triage approximately 9600 requests per year, utilizing the IT Service Management System based on ServiceNow.
• Categorize and prioritize tickets according to CTI designations and ensure compliance with SLA for response and resolution times.
• Provide remote-control and over-the-phone IT support, as well as on-site support for users covered by telework agreements or who are on travel.
• Assist with the setup and relocation of IT equipment during staff moves.
• Offer end-user support for Unified Communication technologies, both hardware and software.
• Develop and maintain troubleshooting and support guides for specific services.
• Track and maintain inventories of IT infrastructure items, including desktops, laptops, monitors, mobile devices, and software licenses.
• Ensure IT devices are configured for secure operation, including software updates and security configurations.
• Sanitize computers to remove data as required by policies and support the replacement of approximately 25% of all computers annually.
• Generate and provide various service performance reports, including metrics on help desk tickets, SLA compliance, and customer service ratings.
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 3 years of experience in a help desk or technical support role.
• Experience with ServiceNow or similar ticketing systems.
• Familiarity with the devices and applications mentioned in the responsibilities.
• Strong problem-solving and troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Knowledge of IT security practices and procedures.
• CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are preferred.
  
  

Compensation And Benefits

The projected compensation range for this position is $55,420 to $74,980 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.