Desktop Systems Engineer (Windows)

Job Summary: The Desktop Systems Engineer (Windows) - serves as an escalation resource for the client Help Desk and user community, administering central desktop management services such as BigFix for Windows OS. Key responsibilities include provisioning and deploying computers, performing desktop software deployments, patching systems, managing centralized antivirus, group policy, and security endpoints for all client desktop systems. The role involves coordinating with various client technical staff and office automation network administration staff, reporting progress, developing tools, and preparing system documentation. Additionally, Desktop Systems Engineers monitor and respond to application and system alerts, coordinate communications during major incidents, and record problem investigations, client portal, JIRA, or designated systems promptly.

Key Responsibilities

• Design, develop, support, and maintain the organization's systems infrastructure.
• Implement and design hardware and software systems.
• Analyze, develop, modify, test, and maintain systems.
• Administer central desktop management services (e.g., BigFix for Windows OS).
• Perform desktop software deployments, desktop system patching, centralized antivirus management, group policy management, and security endpoint management.
• Coordinate with client and technical staff on issues.
• Develop tools for system-wide use in developing applications.
• Prepare and update system-related installation documentation.
• Respond to end-user requests for technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve basic computer, application, system, device, access, or performance issues.
• Use established processes and procedures to document, track, and resolve reported problems.
• Utilize product information or solution databases to research, troubleshoot, and deliver solutions.
• Advise users on methods, steps, and actions to resolve and avoid future issues.
• Escalate problems to appropriate levels or teams to achieve issue resolution.
• Support installs or upgrades of software or devices, set up user profiles, or reset passwords.
• Fulfill service level standards for response time and quality.
• Provide comprehensive support for computers, wireless devices, and other IT equipment, ensuring all incidents are accurately documented and resolved.
• Utilize tools like KACE, BigFix, JAMF Pro, and Active Directory to manage laptops, desktops, and workstations, recording all support activities in the NIH My IT Service Management System.
• Deliver technical presentations to customers and peers, sharing expertise and insights.
• Create and maintain written materials, including SOPs, technical documentation, articles for client publications, and end-user communications.
• Ensure compliance with all relevant information security policies and best practices, supporting security aspects of workstations and print operations.
• Investigate and respond to incident alerts, implement security upgrades, patches, and provide support for encryption, PKI, and digital signature planning and implementation.
• Provide support for video conferencing, audiovisual equipment, and virtual meetings, ensuring seamless operation of conference room infrastructure.
• Enhance virtual conference experiences using tools such as Cisco WebEx, Microsoft Skype for Business, Microsoft Teams, and Zoom for Government.
• Conduct system-level testing of core software images and manage networked print queues and Active Directory.
• Provide security remediation for client systems, identifying, tracking, and resolving vulnerabilities.
  
  

Qualifications

• Bachelor's degree with at least five (5) years of relevant work experience in IT customer support or an Associate's degree or H.S. diploma with at least seven (7) years of relevant work experience.
• Foundation Certificate in IT Service Management (ITIL) v3 or later.
• Certifications in one or more of the following: MSCE: Microsoft Certified Solutions Expert (current or current version -1), JAMF Certified Expert (current or current version -1), GSEC: GIAC Security Essentials, GCWN: GIAC Certified Windows Security Administration, Certified Information Systems Security Professional (CISSP)
  
  

Compensation And Benefits

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.