Description Tier 2 Deskside / Systems TechnicianLocationOnsite - Rockville, MD
or Bluemont, VA
(Some travel required between sites)
OverviewWe are seeking a qualified, customer-focused Tier 2 Deskside / Systems Technician to provide 24x7x365 operational IT support in a secure, enterprise environment. This role supports end users through on-site deskside assistance, system administration tasks, and coordination with senior technical teams. The ideal candidate thrives in fast-paced environments, communicates effectively with end users, and demonstrates strong troubleshooting and organizational skills.
Key ResponsibilitiesOnsite / Limited Remote Support- Serve as a primary point of contact for on-site deskside support, including break/fix and operational activities for desktop and laptop systems
- Deploy, configure, and support Windows 10 and Windows 11 devices in a non-disruptive manner
- Provide Tier 2 support and partner with Tier 3 teams for escalations, changes, and upgrades
- Support IT operations during practice, mock, and live continuity (DR/COOP) exercises
- Communicate clearly with end users and project stakeholders, providing timely status updates
- Perform configuration and deployment of laptops, desktops, thin clients, and mobile devices
- Assist with procurement, deployment, tracking, and disposal of hardware and software assets
- Maintain accurate documentation and update records in the ITSM system
Systems & Operations Support- Support a high-availability enterprise environment, following best practices for redundancy and virtualization
- Perform routine system maintenance including software updates, backups, and recovery tasks
- Review systems regularly for critical patches, security updates, and readiness for exercises or threat events
- Provide on-call after-hours support when required for production system issues
- Document all work in ServiceNow, meeting time-to-resolution and documentation standards
- Escalate unresolved issues appropriately and collaborate with leadership when solutions are unclear
- Act as on-site technical "hands" for remote network or systems support activities
Requirements Required Qualifications- Bachelor's degree with 3+ years of relevant experience, or equivalent experience in lieu of degree
- Hands-on experience deploying and supporting Dell laptops/desktops using Windows 10/11 images
- Strong troubleshooting experience supporting end-user hardware and software issues
- Experience providing deskside support via ServiceNow or similar ITSM tools
- Familiarity with enterprise IT environments, patch deployment, and validation
- Excellent documentation, analytical, and communication skills
- Ability to lift and move IT equipment as required
Preferred (Nice to Have)- Experience with system administration or IT operations
- Familiarity with SCCM, virtualization environments, or enterprise patching tools
- Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
- Ability to obtain ITIL 4 Foundation certification
Security & Compliance Requirements- Must be able to obtain a Public Trust security clearance prior to start (process may take 1-4 months)
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