Desktop Quality Assurance Analyst

Desktop Quality Assurance Analyst

Location: Rockville, MD (Onsite, 5 days per week)

Required Clearance: Public Trust

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.

Position Description

The Desktop Quality Assurance Analyst is responsible for maintaining high standards in IT service delivery, focusing 70% on Quality Assurance and 30% on desktop support. The Desktop Quality Assurance Analyst will report directly to the Project Manager. This role will serve as a technical leader within the IT support team, performing complex troubleshooting, overseeing escalations, and ensuring that documented standards and procedures are maintained and continuously improved. The work distribution may shift depending on organizational needs.

Key Responsibilities

Quality Assurance & Operational Excellence (70%)

Monitor and audit IT tickets (L1 to L3) to ensure consistency with SLA performance and procedural compliance.

Create and update SOPs for desktop support processes.

Collaborate with IT Trainers to turn SOPs into Knowledgebase articles.

Conduct Root Cause Analyses (RCAs) for recurring or high-impact issues.

Deliver comprehensive audit feedback to the Desktop Team, ensuring that areas requiring enhancement are clearly identified, and a detailed plan for improvement is established.

Lead and participate in quality improvement initiatives across the Desktop Team.

Provide weekly audit metrics to the Project Manager.

Ensure the Desktop Team updates the CMDB as needed.

Desktop Support (30%)

Provide escalated support for complex hardware and software issues that lack documentation.

Support Executive/VIP users with urgency, discretion, and high technical competence.

Act as a backup for L1 & L2 support teams, taking over tickets during high-demand periods or absences.

Own and resolve high-level escalations from L1 & L2 technicians, ensuring end-to-end follow-through.

Handle user account provisioning, access management, and endpoint configuration.

Provide backup support for the Queue Manager role, ensuring workload distribution and service visibility.

Requirements

Associate's or Bachelor's degree in Computer Science, Information Systems, or related field; or equivalent work experience.

At least 3 years of desktop support or 1 year as an advanced L2 required.

At least 1 year of experience in a quality assurance or IT process improvement role preferred.

Hands-on experience with ServiceNow.

Familiarity with ITIL practices.

Strong written communication skills for documentation and SOP creation.

Excellent problem-solving and critical-thinking skills with a continuous improvement mindset.

Preferred Certifications

CompTIA A+, Network+, or Security+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation

HDI Support Center Team Lead

Compensation and Benefits

The projected compensation range for this position is $68,000 to $82,000 per year with a target rate of $78,000 benchmarked in the Washington, D.C. metropolitan area. 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.