Assistant Linux Desktop Support Jobs in Fort Washington, MD

Job Summary:
LCG, Inc. is seeking a Desktop Technician, Associate who provides on-site and remote end-user IT support in a secure federal research environment supporting the Client at NIH. This role involves day-to-day support for desktops, laptops, mobile devices, and peripherals, ensuring compliance with federal security standards while delivering high-quality customer service to users.
Responsibilities:
• Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS (Big Sur, Monterey and later) environments, including OS configuration, troubleshooting, and performance optimization
• Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with NIH security baselines (USGCB, CIS benchmarks)
• Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and NIH proprietary applications
• Support mobile and endpoint devices, including:
• iOS devices (iPhones, iPads)
• Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners)
• Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support
• Use ServiceNow for incident, request, and tasks:
• Accurately categorize, prioritize, document, and resolve tickets
• Meet defined SLA response and resolution times
• Configure and manage endpoint security controls, including:
• Full-disk encryption (BitLocker/FileVault)
• Antivirus/EDR tools (e.g., Cylance or equivalent)
• Secure configuration enforcement
• Perform patch and vulnerability management using enterprise tools such as:
• BigFix (Windows)
• JAMF (macOS and iOS)
• Assist with account and access management using NIH-approved tools:
• Active Directory (user accounts, groups, profiles)
• PIV/CAC authentication and certificate troubleshooting
• Support remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)
• Configure systems for secure network connectivity, including:
• NIH domain joining
• VPN connectivity
• Network Access Control (NAC) compliance
• Perform IT asset lifecycle management, including:
• Inventory tracking and reconciliation
• Equipment refresh and reassignment
• Media sanitization and device decommissioning per NIST 800-88 guidelines
• Provide conference room and meeting technology support, including:
• Microsoft Teams and Zoom
• Audio/visual systems, cameras, microphones, and presentation equipment
• Assist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams:
• Malware remediation
• Endpoint isolation and recovery
• Develop and maintain technical documentation and SOPs, including:
• End-user guides
• Common troubleshooting procedures
• Desktop configuration documentation
• Collaborate closely with:
• Client federal staff
• NIH Center for Information Technology (CIT)
• Network, systems, and security teams
Qualifications:
Required:
• A minimum of 3 years of relevant IT end-user / desktop support experience.
• A minimum of 1 year of mac troubleshooting experience.
• Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment
• Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)
• Familiarity with ticketing systems which is ServiceNow
• Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation
• Strong customer service, communication, and documentation skills
• Ability to work on-site during standard business hours with flexibility for occasional after-hours support
• Ability to obtain and maintain a Public Trust (Moderate Risk) clearance
• Education - Bachelor’s degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experience
Preferred:
• One or more of the following is preferred: CompTIA A+, Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification, Apple Certified Mac Technician (ACMT), Apple Certified Support Professional (ACSP), ITIL 4
• Experience supporting federal or government IT environments
• Familiarity with NIH or HHS security standards and policies
• Experience with endpoint management tools such as BigFix or JAMF
• Knowledge of asset management and hardware lifecycle processes
• Ability to create clear SOPs and end-user documentation
• Experience supporting conference room AV and collaboration tools
Company:
LCG is an information technology company specializing in scientific research support, grants management, and health IT services. Founded in 1990, the company is headquartered in Rockville, USA, with a team of 201-500 employees. The company is currently Growth Stage.