Tier II Deskside Support Technician

About the role

Are you detailed oriented? Like to help solve complex technical issues? If so, HumanTouch, LLC is looking for you to join our team as a Tier II Deskside Technician.

Responsibilities

• Install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).
• Perform hardware upgrades such as adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.
• Provide software support including upgrading or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software.
• Perform mobile device and PC refreshes; assist with COOP exercises and events; provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support.
• Document all reported problems and issues and follow standard operating procedures.
• Provide backup support and coverage for the Tier I Call Center as needed; deliver in-person technical assistance to customers visiting the IT support kiosk.
• Provide support and incident resolution for off‑site computers via remote desktop connection and/or travel to off‑site locations as needed and authorized.
• Follow existing Standard Operating Procedures (SOPs); enter or receive tickets for customer support and ensure proper closeout once resolution is confirmed.
• Provide incident resolution and troubleshooting assistance for Government‑owned, off‑site computers through remote access.
• Provide on‑site Deskside Support at multiple locations in College Park, MD; Silver Spring, MD; and Rockville, MD, Monday‑Friday for an 8‑hour shift (6:00 am‑6:00 pm) and during government‑declared closures (e.g., snow days).
• Provide on‑call services between 6:01 pm‑5:59 am local time Monday‑Friday, weekends, and Federal Holidays.

Qualifications

Mandatory Requirements

• Must be able to obtain Public Trust clearance.
• 1 year of Tier 1 or Tier 2 experience.
• Completion of two years of college‑level or vocational coursework in computer science or a closely related field.

Preferred Skills/Experience

• Excellent customer service skills.
• Detail oriented with excellent organizational skills.
• Excellent writing and communication skills.
• Excellent IT support problem‑solving skills and a broad understanding of hardware‑software relationships.
• Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, and local/network printers.
• Ability to follow through on multiple issues in a fast‑paced environment with dynamic priorities.
• ServiceNow training or experience.

Benefits

• Medical, Dental and Vision Coverage.
• 401(k) Matching.
• PTO.

Schedule

Regular shift: Monday‑Friday, 8‑hour shift, 6:00 am‑6:00 pm local time; plus coverage during government‑declared closures (e.g., snow days). On‑call required between 6:01 pm‑5:59 am local time Monday‑Friday, weekends, and Federal Holidays.