Description Tier 2 Deskside / Systems TechnicianLocation: Rockville, MD or Bluemont, VA (Onsite)
Schedule: 24/7/365 Support Environment
Clearance: Public Trust Security Clearance required (must be obtained prior to start)
Duration: 26 Week Contract, potential for extension
OverviewWe are seeking a qualified, customer-focused Tier 2 Deskside/System Technician to provide 24/7/365 systems administration and deskside support across two primary sites: Rockville, MD and Mount Weather (Bluemont, VA). This role offers the opportunity to work in a fast-paced, diverse, and highly collaborative environment where career development is strongly supported.
You will gain valuable skills in time management, problem-solving, communication, and troubleshooting while supporting critical IT operations.
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Key ResponsibilitiesDeskside & Operational Support- Serve as a primary point of contact providing onsite 24/7 operational deskside engineering and break/fix support for desktop and laptop devices.
- Conduct non-disruptive deskside support for deploying Windows 10 and Windows 11 configured hardware.
- Utilize tools such as MS Office Suite, ServiceNow, and other deployment-related technologies.
- Coordinate with Tier 3 teams for system changes and upgrades.
- Provide onsite IT support during practice, mock, and real DR/COOP exercises.
- Communicate effectively with end users and internal teams, providing timely updates and working efficiently under tight schedules.
- Participate in occasional travel between Rockville, MD and Bluemont, VA locations.
Systems Support & Administration- Maintain and support a high-availability environment utilizing virtualization and redundancy best practices.
- Provide technical guidance to Tier 2 and Tier 3 teams.
- Perform system maintenance including software upgrades, backups, recovery, and file maintenance.
- Review systems for critical updates weekly and during major security threats or operational exercises.
- Provide on-call support for Production Operating Environment (POE) issues as needed.
- Troubleshoot and resolve moderately complex hardware and software issues.
- Log all work in ServiceNow ITSM, meeting time-to-resolution standards.
- Escalate unclear issues to leadership when necessary.
Hardware Deployment & Asset Management- Configure and deploy mobile devices, laptops, thin clients, desktops, and related equipment; role includes lifting and moving equipment.
- Manage procurement, deployment, support, and disposal of software and hardware assets.
- Execute asset control tasks onsite and offsite.
- Provide guided hands-on support for network or systems needs at customer headquarters.
Requirements Required Qualifications- Bachelor's degree with 3+ years of relevant experience, or equivalent experience in lieu of a degree.
- Hands-on experience preparing and deploying Dell laptops/desktops with Windows 10/11 images.
- Experience providing end-user support in IT operations, including break/fix troubleshooting.
- Familiarity with ServiceNow ITSM for ticket processing and updates.
- Strong analytical and troubleshooting skills, particularly for diagnosing patch-related issues.
- Attention to detail in identifying bugs, security vulnerabilities, and system inconsistencies.
- Excellent documentation skills for recording remediation steps and ticket details.
- Strong verbal communication and customer service skills.
- Ability to ensure workstations meet all patching and security requirements.
- Ability to obtain a Public Trust Security Clearance prior to start (processing time typically 1-4 months).
Preferred Qualifications- Experience with software testing, system administration, enterprise IT environments, patch deployment, validation, or test automation frameworks.
- Certifications such as CompTIA A+, Security+, Network+, or Microsoft certifications.
- Ability to obtain ITIL 4 Foundation certification.
Additional Information- Onsite work is required in Rockville, MD or Bluemont, VA.
- Some travel will be required between the two primary locations.
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