LTS is seeking an experienced Junior Help Desk to support the coordination with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls. The environment is dynamic, and client needs are often evolving; flexibility and forward-thinking views are important for success. This position is 100% onsite, located in Washington, D.C., and contingent upon contract award.

LTS provides trusted consulting, and solutions in an increasingly complex and growing world. Our deep expertise in technology and analytics helps us serve a broad constituency of clients that range from cabinet-level departments of the U.S. Government to the largest Federal IT contractors in the world.

LTS is a leading information technology (IT) provider for mission critical systems leveraging the latest technologies to deliver cutting edge solutions from small mobile applications to large, complex enterprise applications. Our professionals specialize in multiple disciplines including program management, system integration, system design, system development, cybersecurity, infrastructure and data analytics.

Responsibilities:

Technical Support & Help Desk Operations:

Provide first-level technical support to users via phone, email, and in-person for issues related to hardware, software, and networking.

Assist with login issues, password resets, and general IT inquiries.

Troubleshoot and resolve common computer issues, including operating system errors, application malfunctions, and peripheral device problems.

Document support requests, resolutions, and escalate issues as necessary in the help desk ticketing system.

Install, configure, and maintain hardware, software, and peripherals.

Perform routine system checks and software updates to ensure systems are functioning properly.

Assist in onboarding new employees, including setting up workstations, email accounts, and user access.

Research and answer technical questions, troubleshooting problems, and maintaining workstation and LAN performance.

Improve client support by writing and maintaining documentation for common technical issues.

Deploy, maintain, troubleshoot, and support software, hardware, and operating systems (macOS, Windows, Linux).

Efficiently resolve support tickets involving hardware, software, and malware.

Install and configure applications and operating system software and upgrades.

Track and document all support requests, including follow-ups and resolutions.

Produce reports on service requests and problems to ensure timely resolution.

Track and manage action items and referrals through to resolution.

Communicate project status, deliverables, and priorities to relevant stakeholders.

Stay informed about current industry support practices and trends.

Maintain flexibility to meet the evolving needs of the organization.

Escalate unresolved issues to the supervisor or senior IT team members when needed.

Technical Support & Help Desk Operations:

Provide Tier 1 support by answering calls, emails, and tickets to assist users with IT-related issues.

Troubleshoot hardware, software, and network problems for desktops, laptops, printers, and other peripherals.

Log and track service requests and incidents in the ticketing system, ensuring accurate documentation.

Follow ITIL-based incident management and request fulfillment processes to resolve issues efficiently.

Escalate complex issues to Tier 2 support when necessary and follow up to ensure timely resolution.

Assist in setting up and troubleshooting video teleconferencing systems for customers.

Customer Service & User Support:

Act as the first point of contact for end-users, ensuring excellent customer service.

Provide step-by-step guidance to users on common IT issues and system navigation.

Communicate updates on ticket status and system outages to users and management.

Assist in managing phone queues and directing service requests to appropriate teams.

IT Asset Management & Security Compliance:

Assist in tracking, inventory, and control of Government Furnished Equipment (GFE) and IT assets.

Support the installation and maintenance of hardware components, such as monitors, keyboards, printers, and disk drives.

Ensure user security compliance, verifying clearances before granting access to classified networks.

Follow documented procedures for system imaging, patching, and basic security compliance.

SCIF & Classified Space Support:

Assist with SCIF access control, verifying personnel credentials and maintaining security logs.

Support daily operations within Sensitive Compartmented Information Facilities (SCIFs) and collateral spaces.

Monitor and report physical security issues such as alarms, entry/exit logging, and compliance requirements.

Reporting & Documentation:

Document and update knowledge base articles and troubleshooting steps for common IT issues.

Generate basic service reports on open and resolved tickets, escalating unresolved issues as needed.

Maintain accurate records of help desk activities, security incidents, and system performance.

Required Skills, Experience & Qualifications:

Education: Minimum AS/AA degree or equivalent AND minimum of one (1) year of experience OR an additional three (3) years of experience in lieu of a degree.

Must have an Active TS security clearance with SCI eligibility.

Must be a U.S. citizen

Must possess one of the following DoD level I Security professional certifications or higher Cisco Certified Network Associate Security (CCNA), COMPTIA Security+ with CE, CompTIA Network+, System Security Certified Practitioner (SSCP).

Strong communication skills (oral and written) with the ability to relay concise messaging and reporting to all levels of management.

Excellent interpersonal skills and the ability to work independently with minimal guidance or supervision.

Strong analytical and problem-solving skills, with the ability to design effective solutions for complex issues.

Basic understanding of computer hardware, operating systems (Windows, Linux), and common software applications.

Familiarity with help desk software and ticketing systems (e.g., ServiceNow, Jira).

Strong customer service orientation with a patient, empathetic, and approachable demeanor.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Basic networking knowledge, including TCP/IP and Wi-Fi troubleshooting (a plus).

Proficiency with Microsoft Office suite and antivirus/spam software.

Experience troubleshooting laptops, desktops, tablets, and printers in a LAN/WAN environment.

Ability to work independently and collaborate effectively as part of a team.

LTS is committed to offering eligible employees comprehensive benefits that will provide them with options intended to meet their needs and the needs of their family.

LTS (VA)

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