Tier 2 Deskside/System Technician

Job Summary

We are seeking a qualified, creative, and customer-focused technical representative to provide 24/7/365 systems administration and deskside technical support at our customer sites located in Rockville, MD, and Mount Weather in Bluemont, VA. You will work in a fast-paced and diverse environment with a management team that encourages career development and growth. In this role, you will gain skills such as time and task management, critical thinking, problem-solving, and the ability to communicate complex problems concisely.

Rockville, MD, is a vibrant city known for its rich history, diverse community, and proximity to Washington, D.C. It offers a unique blend of suburban comfort and urban amenities, making it an attractive location for professionals.

Responsibilities

• Serve as a primary point of contact, providing on-site 24/7 customer operational deskside engineering and break/fix support for desktop and laptop devices.
• Conduct non-disruptive deskside support to deploy Windows 10 and 11 configured hardware devices.
• Utilize knowledge of MS Office Suite, ServiceNow, and tools used for hardware deployment, ticket processing, and CMDB updates.
• Liaise with Tier 3 teams for changes and upgrades.
• Provide on-site IT support for practice, mock, and real customer DR/COOP exercises.
• Communicate with end users and provide status updates to representatives.
• Maintain and support a High Availability environment through virtualization and redundancy.
• Provide technical guidance to Tier 2 and Tier 3 support teams.
• Perform systems maintenance tasks, such as software upgrades, backups, and recovery.
• Review systems for critical updates weekly or when major threats are announced.
• Provide remote/on-site on-call support during after-hours for Production Operating Environment issues.
• Respond to and resolve moderately complex customer inquiries concerning technical support issues.
• Document all resolutions in the ITSM Tool (ServiceNow) and meet performance standards.
• Escalate to or consult with lead or manager when solutions are unclear.
• Perform configuration and deployment of mobile devices, laptops, thin clients, desktops, and associated equipment.
• Perform procurement, deployment, support, and disposal of software and hardware environments.
• Perform various asset control tasks on and off-site.
• Provide guided network or systems support as required.

Required Qualifications

• Bachelor’s degree with 3 years of relevant experience or equivalent experience in relevant areas.
• Experience preparing and deploying Dell Laptop and Desktop Devices with Windows 10 and 11 for end users.
• Familiarity with software testing, system administration, IT operations, enterprise IT environments, patch deployment, and validation is beneficial.
• Certifications or proficiency in CompTIA A+, Security+, and/or Network+; Microsoft Certifications are a plus.
• Able to become certified in ITIL 4 Foundation.
• Strong analytical and troubleshooting skills for diagnosing patch-related issues.
• Attention to detail in identifying software bugs, security vulnerabilities, and system inconsistencies.
• Excellent documentation skills for trouble tickets and failed patch deployments.
• Excellent customer communication skills.
• Ensure workstations are compliant with all security patches and requirements.
• Experience using the ServiceNow ITSM ticketing systems and providing deskside support.
• Break/Fix support for end-user computer devices.
• Must be able to obtain an NRC Public Trust Security Clearance.
• U.S. Citizenship or U.S. Permanent Residence is required due to federal contract requirements.
• No C2C or C2H.

Schedule

Candidates need to work onsite in Rockville, MD, or Bluemont, VA. Some travel will be required between these locations as needed. This position is covered under the Service Contract Act and is subject to minimum wage requirements and minimum Health and Welfare benefits.