Hardware Engineer I (Tier 2 Deskside Support)

Job Title: Hardware Engineer I (Tier 2 Deskside Support)
Location: North Bethesda, MD 20852 (onsite)
Type: Contract
Compensation: $33.61/HR on W2
Security Clearance: Must be able to obtain a Public Trust Security Clearance prior to start (may take anywhere between 1-4 months from submission to the customers security organization).
Responsibilities

• Provide on-site 24x7 customer operational desk-side engineering and break-fix support tasks for desktop and laptop devices, specifically supporting NSIR end users in Rockville, MD and Bluemont, VA.
• Support the deployment of Windows 10 and 11 hardware devices in a non-disruptive manner.
• Utilize knowledge of MS Office Suite, ServiceNow, and deployment tools to process tickets and update the CMDB.
• Coordinate with Tier 3 support teams for hardware upgrades and changes.
• Support DR/COOP exercises through on-site IT assistance.
• Maintain high availability environments through virtualization and redundancy best practices.
• Perform system maintenance such as software upgrades, backups, and recovery tasks.
• Review systems weekly for critical updates and prepare for major threat responses or exercises.
• Provide remote/on-site support during after-hours for production environment issues.
• Respond to hardware and software inquiries, document resolutions in ServiceNow, and escalate as needed.
• Deploy, support, and dispose of Mobile Devices, Laptops, Thin Clients, and Desktops.
• Support asset management tasks, procurement, and equipment disposal both on and off-site.
• Assist in network or systems support for HQ site-specific needs.

Requirements

• Bachelor’s degree with 3+ years of relevant experience, or equivalent experience in the field.
• Experience preparing and deploying Dell Laptop and Desktop Devices with Windows 10 and 11 images.
• Support experience in software testing, system administration, IT operations, patch deployment, and test automation frameworks is a plus.
• Proficiency in certifications such as CompTIA A+, Security+, Network+, Microsoft Certifications, or ability to obtain ITIL 4 Foundation certification.
• Strong troubleshooting and analytical skills for diagnosing patch issues and vulnerabilities.
• Excellent documentation skills for trouble tickets and deployment reports.
• Experience using ServiceNow ITSM ticketing system and providing deskside support.
• Ability to lift and move equipment as needed.
• Effective communication skills and ability to work under tight schedules.
• U.S. Citizenship or U.S. Permanent Residence is required.

System One, and its subsidiaries including Joulé and 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.

#M-M2
#LI-RF1
Ref: #851-Rockville-S1