Tier 2 Deskside/System Technician

Tier 2 Deskside/System Technician
Location: Rockville, MD
Type: Contract
Compensation: $38/h
Contractor Work Model: Onsite
Hours: 40.0 hours per week
Public Trust Required

Overview
Seeking a hands-on Deskside Support Engineer to provide 24/7 onsite support for desktop, laptop, and mobile devices in a high-availability environment. This role focuses on Windows 10/11 deployments, break-fix support, and ticket management via ServiceNow, while partnering with Tier 3 teams on escalations and system improvements. Ideal candidates bring strong troubleshooting skills, a customer-first mindset, and experience supporting secure, mission-critical operations.

Responsibilities

• Provide on-site 7x24 customer operational desk-side engineering and break-fix support for desktop and laptop devices within the NRC’s IT environment.
• Support the deployment and configuration of Windows 10 and 11 hardware devices, including non-disruptive desk-side support activities.
• Utilize knowledge of MS Office Suite, ServiceNow, and other support tools to manage hardware deployment, ticket processing, and update the CMDB.
• Coordinate with Tier 3 support teams for changes and upgrades, ensuring system stability and security.
• Support on-site IT activities during practice, mock, and real customer DR/COOP exercises.
• Maintain high availability environments through virtualization and redundancy best practices.
• Perform system maintenance tasks such as software upgrades, backups, recovery, and critical updates.
• Respond to and resolve moderately complex hardware and software issues, documenting resolutions in ServiceNow.
• Support configuration and deployment of Mobile Devices, Laptops, Thin Clients, and Desktops, including heavy lifting and equipment mobility.
• Manage procurement, support, and disposal of hardware and software assets in compliance with security and asset control standards.
• Provide remote/on-site on-call support for production environment issues, including after-hours support when required.
• Communicate effectively with end users and internal teams, providing status updates and executing directives efficiently.

• Bachelor’s degree with 3+ years of relevant experience or equivalent experience.
• Experience preparing and deploying Dell Laptop and Desktop Devices with Windows 10 and 11 images.
• Familiarity with MS Office Suite, ServiceNow, and hardware deployment tools.
• Strong troubleshooting, analytical, and organizational skills.
• Excellent communication skills and ability to interact professionally with end users.
• Ability to obtain NRC Public Trust Security Clearance prior to start—candidate must be U.S. citizen or U.S. permanent resident.
• Candidate must be willing to work onsite in Rockville, MD, or Bluemont, VA, with some travel required.
• Preferred certifications include CompTIA A+, Security+, Network+, Microsoft certifications, or ITIL 4 Foundation certification.
• Experience with system administration, patch deployment, and IT operations is a plus.

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.

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Ref: #851-Rockville-S1