Description
We are looking for a Hardware Engineer / Deskside Support Technician to provide onsite technical support in a high-availability enterprise environment supporting a federal agency. This role is responsible for performing hands-on desktop support, hardware deployment, and system troubleshooting across Windows-based devices.
This position supports hardware products and systems through installation, maintenance, testing, and troubleshooting activities. Work includes deploying new systems, supporting end users, and ensuring devices meet operational and security requirements. The role requires collaboration across Tier 2 and Tier 3 teams and includes both routine operational support and participation in system upgrades, testing, and process improvements.
The ideal candidate is customer-focused, detail-oriented, and capable of working independently under limited supervision while contributing to team objectives.
Key Responsibilities:
Provide Tier 2 deskside support for desktops, laptops, and related hardware in a Windows 10/11 environment
Perform break/fix support, troubleshooting hardware/software issues, and resolving user tickets
Deploy, configure, and image Dell laptops and desktops for end users
Utilize ServiceNow (or similar ITSM tools) for ticket tracking, documentation, and CMDB updates
Support patching, system updates, and ensure endpoint compliance with security requirements
Coordinate with Tier 3 teams on escalations, upgrades, and major incidents
Assist with asset management, procurement support, and hardware lifecycle activities
Participate in disaster recovery (DR/COOP) exercises and provide onsite support
Perform system maintenance tasks including backups, upgrades, and recovery procedures
Provide clear communication and status updates to stakeholders and end users
Support occasional after-hours/on-call activities as needed
Requirements
Core Qualifications:
Bachelor's degree in a related field and 2-3+ years of relevant experience (or equivalent experience in lieu of degree)
Minimum 3 years of desktop support / deskside support experience
Strong experience supporting Windows 10 and Windows 11 devices
Hands-on experience with hardware deployment, imaging, and configuration (Dell or similar devices)
Experience with ITSM tools (e.g., ServiceNow) for ticket management and documentation
Solid troubleshooting skills across hardware, software, and end-user environments
Ability to work independently with minimal supervision and handle moderately complex issues
Strong communication skills and ability to support end users in a professional manner
Ability to lift/move IT equipment and perform physical tasks as needed
Must be able to obtain a Public Trust clearance prior to start.
Preferred Qualifications:
Experience supporting enterprise IT environments or federal/government clients
Familiarity with ServiceNow CMDB updates and asset tracking
Certifications such as CompTIA A+, Network+, Security+ or Microsoft certifications
Exposure to system administration, patch management, or IT operations
Experience with software testing, automation frameworks, or deployment tools
ITIL Foundation certification (or willingness to obtain)
Experience supporting DR/COOP exercises or high-availability environments.
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: rhalfint
- Position Id: 04837-0013442679
- Posted 7 hours ago
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