IT Service Desk Technician

LMI is in search of an IT Service Desk Technician. This position is responsible for identifying, isolating, and resolving hardware, software, and AV technology tickets for LMI staff and clients.

At LMI, we're reimagining the path from insight to outcome at The New Speed of Possible. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs.

Maintain, analyze, troubleshoot and repair LMI computers systems, hardware, software, computer peripherals, and end-user devices
• Support systems, users, and applications in a geographically dispersed workforce
• Provide support in areas of account creation, maintenance and removal, standard desktop applications, and corporate applications
• Conduct triage and troubleshooting of incoming issues with other tiers as needed to identify root cause and resolution
• Log and track all incoming telephone and ServiceNow tickets for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. During initial phone contact, attempt to isolate and resolve the problem

• Manage multiple-device configuration including end-user device support, as needed
• Ensure all actions are professionally and thoroughly documented per ISO 20000-1:2018 standards within the ticketing system (ServiceNow) and communicated to end-users
• Ensure tickets are addressed within identified SLA and in alignment with best practices
• Contribute to continuous improvement by way of improved quality of service, reduced costs, enhanced ticket processing, and reporting upward on solutions which may improve user experience
• Coordinate referrals for appropriate technical repairs, training, and resolution follow-up
• Ability to expalin technical information clearly to non-technical users
• Ability to be patient, empathetic, and customer-focused to improve end user satisfaction
• Ability to prioritize tasks and manage time effectively to handle multiple issues simultaneously
• Understanding of basic cybersecurity practices to help users avoid common security threats

• Weekend and off-hour work may be required
• Provide real-time support of AV equipment and teleconference software during and prior to meetings/conferences as needed
• Travel may be required

• Experience with MacOS, Microsoft Windows 10, Microsoft 365, Android, and iOS preferred
• Experience using ticket resolution software a plus (ServiceNow highly preferred)
• Degree in a technical field preferred
• 2+ years help desk experience

• Demonstrated analytical and problem-solving abilities, as well as attention to detail
• Must possess strong interpersonal and information gathering skills
• Strong organizational skills and ability to multi-task
• Possess excellent customer service skills, as well as extensive experience with computing hardware, software applications, operating systems, and network connectivity