Tier II Deskside Support Technician

About the role

Join our team as a Tier II Deskside Technician. Your responsibilities include installing, connecting, configuring, upgrading, troubleshooting, diagnosing, and repairing desktop/laptop system hardware and software, mobile devices, and peripherals. You will also perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support.

Responsibilities

• Provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.
• Follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
• Provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access.
• On-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am - 6:00 pm local time as well as when the Government's local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations.
• On-call services are required between 6:01 pm - 5:59 am local time Monday through 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 PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
• Preferred Skills/Experience:
  • Possess excellent customer service skills
  • Detail oriented and possess excellent organizational skills
  • Excellent writing and communication skills
  • Excellent IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
  • Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices and local and/or 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