Deskside Support Technician (Tier II)
Overview
We’re looking for an experienced Tier II Deskside Support Technician to provide hands-on IT support in a professional office environment. This is a 100% onsite role in Washington, DC, supporting end users with Windows workstation and peripheral troubleshooting. You’ll work from an ITSM ticket queue and deliver “white glove” support, including occasional support for executive-level users.
Location: Washington, DC
Type: Contract
Compensation: $46/HR
Work Model: Onsite – onsite
Security Clearance: Public Trust
Clearance / Screening (Required)
- Active Public Trust clearance required (DOJ Public Trust preferred)
What You’ll Do
- Provide Tier II deskside support for users based on dispatched/assigned tickets
- Troubleshoot and resolve Windows workstation issues (including scenarios like Blue Screen of Death)
- Perform break/fix on end-user equipment (e.g., replace hard drives, batteries)
- Install specialty software not packaged through standard deployment tools (e.g., SCCM)
- Support printers: diagnose issues, replace toner, and coordinate resolution
- Remove devices from the network when directed by Security
- Keep ticket documentation accurate and up to date within the ITSM tool
- Prioritize work based on ticket severity and customer priority
- Work independently across multiple buildings/sites in DC as needed
Required Qualifications
- High School diploma + 5+ years of relevant IT support experience
- Prior Tier II support experience in a Windows office environment
- Experience using an ITSM ticketing system
- Strong customer service mindset with clear written/verbal communication
- Comfortable doing true troubleshooting (not just swapping/cloning devices)
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
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