Deskside Support Technician (Tier II))

This is a customer-facing role supporting end users through dispatched tickets and onsite requests, with a strong emphasis on responsiveness, documentation, and “white glove” support for senior leadership areas as needed. System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America.

Job Title: Deskside Support Technician (Tier II))
Location: Washington, DC
Type: Contract to Hire
Compensation: $42/HR
Work Model: Onsite
Hours: Washington, DC (On-site 5 days a week)
Security Clearance: Active Secret clearance


Position summary
We’re seeking a Tier II Deskside Support Technician to provide hands-on desktop support in a Windows enterprise environment. This is a customer-facing role supporting end users through dispatched tickets and onsite requests, with a strong emphasis on responsiveness, documentation, and “white glove” support for senior leadership areas as needed.What you’ll do

• Provide deskside support for users based on dispatched tickets and onsite needs
• Perform break/fix hardware support (e.g., replace hard drives, batteries, troubleshoot device failures)
• Install specialty software not already packaged/deployed via standard tools (e.g., SCCM)
• Remove devices from the network when directed by Security
• Troubleshoot printer issues (diagnose problems, replace toner, restore functionality)
• Work independently across multiple buildings/sites as required (within Washington, DC area)
• Track and update all work in an ITSM/ticketing system, keeping tickets accurate and current
• Occasionally provide after-hours support to meet critical support needs

Required qualifications

• High School Diploma plus 5+ years of relevant IT support experience
• Strong customer service and professional communication skills (written & verbal)
• Tier II experience supporting a Windows office environment (Windows 10, Outlook/Exchange, Microsoft Office)
• Experience working from an ITSM ticketing system
• Ability to maintain a Public Trust (this process includes a soft credit check)
• Ability to handle real-world Windows troubleshooting (ex: Blue Screen of Death / OS-level issues)

Security requirements

• Active Secret clearance (must be clearly reflected on the resume)
• Role also requires eligibility for / ability to pass a DOJ ESA Public Trust process (includes soft credit check)

System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #851-Rockville-S1
LI-AJ1