Help Desk Lead/Trainer

This job opportunity is part of a RFP process; candidates are invited to submit their resumes detailing relevant experience.

Location: Washington DC (Onsite)

Clearance: Public Trust

Required: US citizen or Lawful Permanent Resident

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Job Summary:

LCG is seeking a highly motivated and experienced Lead Helpdesk/Trainer to join our dynamic team. The ideal candidate will have strong technical troubleshooting skills combined with a passion for training and mentoring others. This position involves overseeing the Helpdesk team while also providing training and support to both end-users and internal staff. The Lead Helpdesk/Trainer will ensure the smooth operation of IT support services and play a key role in developing training materials to enhance the technical proficiency of our team and users.

Key Responsibilities

• Lead and manage the Helpdesk team, ensuring timely and effective resolution of technical issues in a Mac/Windows environment.
• Provide hands-on troubleshooting and support for hardware, software, network, and system-related problems.
• Develop and deliver training sessions for new and existing users on IT systems, tools, and processes.
• Create and update training materials, user manuals, and guides.
• Evaluate Helpdesk performance and implement strategies for continuous improvement.
• Collaborate with other IT teams to resolve complex technical issues.
• Assist with onboarding of new employees, providing technical support and training.
• Track and manage Helpdesk tickets, ensuring issues are resolved within SLAs.
• Analyze helpdesk trends to identify recurring issues and recommend preventative measures.
• Provide mentorship and guidance to junior Helpdesk staff.
• Act as a point of contact for escalated technical support inquiries.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 7+ years of experience in IT support or Helpdesk roles, with at least 2 years in a leadership position.
• Strong experience with IT troubleshooting, hardware, software, and networking issues.
• Proven ability to develop and deliver effective training programs and materials.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with Helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Familiarity with ITIL practices and Helpdesk best practices.
• Strong organizational skills, with the ability to manage multiple priorities simultaneously.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, ITIL, or Microsoft Certified Solutions Expert (MCSE) are a plus.

Compensation and Benefits

The projected compensation range for this position is $85,500 to $110,000 year benchmarked in the Washington, D.C. metropolitan area. The target salary is $90,800.00.

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.

This job opportunity is part of an RFP process; candidates are invited to submit their resumes detailing relevant experience.