Service Desk Technician

Overview

This position provides frontline technical support to corporate staff and customers by diagnosing and resolving computer hardware and software problems. The candidate will work closely with technical, professional, and service teams to manage escalations, coordinate repairs, deliver user training, and ensure high-quality support services.

Responsibilities

• Maintain, analyze, image, troubleshoot, and repair LMI computer systems, including hardware, software, peripherals, and end-user devices.
• Assist users via remote access and phone support.
• Conduct initial troubleshooting during the first user contact to isolate problems until resolution.
• Troubleshoot and resolve technical issues using Service Desk tools, ensuring timely, effective, and well documented resolution.
• Provide support for account creation, maintenance and removal, as well as troubleshoot standard desktop and corporate applications.
• Troubleshoot and conduct triage of incoming issues with cross functional partners to identify root cause and resolution.
• Log, prioritize, and track all incoming phone calls and ServiceNow tickets for assistance from users experiencing hardware, software, networking, and other computer related incidents or requests.
• Ensure all actions are professionally and thoroughly documented within the ticketing system (ServiceNow) and communicated to end users.
• Ensure tickets are addressed within identified SLA and in alignment with best practices.
• Manage multiple device configurations including end user device support.
• Coordinate referrals for appropriate technical repairs, training, and resolution follow-up.
• Support systems, users and applications in a geographically dispersed Windows 11 and macOS/iOS network
• Assist in the creation and maintenance of documentation and Standard Operating Procedures (SOPs)
• Provide backup support on AV equipment/conferences, as needed.
• Participate in department, project, and team meetings to discuss progress, share updates, and align key objectives.
• Ensure regular and reliable attendance while meeting the established core business hours of 7:30 a.m. to 6:00 p.m. Shifts may vary.
• Work from Tysons, VA office at least three times a week.
• Weekend and off-hour/on-call work may be required.
• Travel may be required.

Qualifications

• Minimum of 3 years help or service desk experience.
• Degree in a technical field preferred.
• Experience with MacOS/IOS, Microsoft Windows 11, and Microsoft 365.
• Experience with ITSM ticketing platforms (e.g. Remedy or ServiceNow).
• Demonstrated analytical and problem-solving abilities, as well as attention to detail.
• Must possess strong interpersonal and information gathering skills.
• Adhere to organizational procedures.
• Strong organizational skills and ability to multi-task.
• Possess solid ITIL knowledge to support standardized IT service management practices.
• Excellent problem-solving and customer service skills, with extensive experience in resolving desktop hardware, software applications, operating systems and network connectivity tickets.
• Able to contribute to a professional work environment by demonstrating integrity, promoting teamwork, and fostering positive communication with a can-do attitude.
• Strong time management skills with ability to coordinate and prioritize tasks under limited supervision.
• Must be self-directed and detail oriented in completing assigned tasks in an effective manner, meeting designated timelines, standards, and criteria.
• Work efficiently in a fast‑paced, deadline‑driven environment while maintaining accuracy and quality.
• Demonstrate flexibility in adapting to evolving work requirements and shifting priorities across projects and support tasks.
• Maintain familiarity with current LMI policies, procedures, and operational standards.
• Able to work for extended periods of time on computing device with heavy use of keyboard to execute tasks.
• Must maintain strict confidentiality in all business matters.
• Able to obtain security clearance.
• Must be able to perform the essential functions of this job, with or without reasonable accommodation.
• Lift, move, install and/or relocate computer equipment to include monitors, printers, and other computer peripherals.