Description Position Overview
We are seeking a Tier 2 Deskside / Systems Technician to provide hands-on systems administration and deskside technical support in a 24/7 mission-critical environment. This role supports end users through on-site and remote troubleshooting, device deployment, system maintenance, and operational readiness activities.
The ideal candidate is customer-focused, technically proficient, and comfortable working in fast-paced environments with strict service levels. This position offers the opportunity to develop strong technical, communication, and problem-solving skills while supporting highly visible operational systems.
Key Responsibilities
Deskside & End-User Support
- Serve as a primary point of contact for on-site deskside support and break/fix activities
- Deploy and support Windows 10 and Windows 11 laptops and desktops using non-disruptive methods
- Provide customer-facing support with clear communication and status updates
- Coordinate with Tier 3 teams for escalations, upgrades, and system changes
Systems Administration & Operations
- Maintain and support a high-availability environment using virtualization and redundancy best practices
- Perform routine systems maintenance including software updates, backups, recovery, and file maintenance
- Review systems regularly for critical updates, security threats, and operational readiness
- Provide on-call after-hours support for production environment issues as required
Incident & Service Management
- Respond to moderately complex technical issues involving hardware, software, and operating systems
- Document all incidents, requests, and resolutions in an ITSM platform (ServiceNow)
- Meet defined SLAs and time-to-resolution metrics
- Escalate issues appropriately when resolution is unclear
Hardware, Assets & Deployments
- Configure, deploy, and support laptops, desktops, thin clients, and mobile devices
- Perform hardware procurement, deployment, support, and disposal activities
- Execute asset control and inventory management tasks on-site and remotely
- Assist with physical installation activities, including lifting and moving equipment
Operational Readiness & Exercises
- Provide IT support for practice, mock, and live continuity/DR exercises
- Support site readiness activities and special operational events
- Act as hands-on technical support for site-specific systems or network needs
Requirements Required Qualifications
- Experience providing Tier 2 deskside and systems support in enterprise environments
- Strong working knowledge of:
- Windows 10 / Windows 11
- Microsoft Office Suite
- ITSM tools (ServiceNow preferred)
- Experience deploying and supporting end-user computing devices
- Strong analytical, organizational, and troubleshooting skills
- Excellent verbal and written communication skills
- Ability to work independently while following direction under tight schedules
- Comfortable working in a 24x7 operational environment
Preferred Qualifications
- Experience supporting virtualized or high-availability systems
- Prior experience coordinating with Tier 3 or engineering teams
- Familiarity with CMDB updates and asset tracking
- Experience supporting operational exercises or continuity environments
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