Rockville, MD - Deskside Technician

Deskside Technician
Rockville, MD
6 months-yes

Ability to obtain an Active Public Trust

Job Description
Client is seeking qualified, creative, and customer-focused technical representative to provide systems administrator and deskside technical support at our customer site as a Tier 2 Deskside/Test Technician.
You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth. In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools. This job is for you, if you have an interest in joining a dynamic and respected team of individuals who provide unmatched support to our clients.

Routine Duties Will Include:

• This person will be a primary point of contact and responsible for providing customer operational desk-side break fix, PC Hardware replacement, and supporting a physical and virtual test environment.
• Familiarity is a plus with functional, regression, and performance software testing; network and security testing; and patch and release management.
• Each candidate should be familiar in conducting non-disruptive desk-side support to deploy Windows 10 and 11 configured hardware devices.
• Use knowledge of MS Office Suite, ServiceNow, and tools specifically used to support the deployment of these devices is desired. For example, familiarity with ServiceNow will aid in deploying the hardware devices, ticket processing, and updating the CMDB to capture the change.
• Excellent analytical and organizational skills preferred.
• Candidates must be comfortable with communicating with end users and providing status to Client and customer representatives and able to take and execute direction on a tight schedule.
• Some travel may be required depending on the site supported.

• Maintain and support a High Availability environment through virtualization and redundancy, following best practices according to the systems in the environment.
• Provide technical guidance to Tier 2 and Tier 3 support teams.
• Performs systems maintenance tasks, such as software upgrades, back-ups, and recovery including file maintenance.
• Review systems for critical updates on a weekly basis, or each time a major threat is announced.
• Remain on call for system issues with the real-time software during off business hours as deemed necessary.
• Respond to and remedy moderately complex customer inquiries dispatched by the Customer Support Center concerning technical support issues on a variety of hardware and software problems specific to technology.
• Document all resolutions in the Customer Support Center Ticketing Tool and meets all standards for Time to resolve as dictated by Management for Performance.
• Escalate to or consult with Lead when solution is unclear.
• Perform configuration and deployment of Mobile Devices, Laptops, Thin Clients, and Desktops and associated equipment according to schedule. This will require heavy lifting and moving of equipment.
• Perform Procurement, deployment, support and disposal of the software and hardware environment.
• Perform various Asset Control tasks on and off site.
• May be asked to provide guided network or systems support as the hands for customer HQ site specific needs.

Required Qualifications:

• Bachelors degree with 3+ years of relevant prior experience or required duration of relevant experience in lieu of degree in the following areas.
• Experience preparing and deploying Dell Laptop and Desktop Devices with a Windows 10 and 11 Image for end users use and in support of a physical test environment, including a brief tutorial to familiarize the user with devices.
• Support experience in the following (not required but considered a plus): software testing, system administration, IT operations, enterprise IT environments, patch deployment and validation, test automation frameworks (Selenium, JUnit, or PyTest) is beneficial.
• Certifications in the following areas (not required but considered a plus): ISTQB Certified Tester (Foundation); CompTIA Security+ / CEH - for security-focused patching and compliance knowledge; Microsoft Certified: Windows Server / SCCM / Azure - for Windows patch management expertise; Red Hat Certified Engineer (RHCE) / LPIC - for

• Able to become certified in ITIL 4 Foundation.
• Strong analytical and troubleshooting skills to diagnose patch-related issues.
• Attention to detail to identify software bugs, security vulnerabilities, and system inconsistencies.
• Excellent documentation skills to track test cases, patch deployment results, and remediation steps.
• Collaboration & Communication to work with DevOps, security, and IT operations teams on patch validation.
• Experience using the ServiceNow ITSM ticketing systems and providing deskside support for any user where a ticket has been dispatched from the Service Desk.
• Break/Fix support for end-user computer devices.

Srikanth Dhaggupati | Talent Solutions Recruiting Sr Analyst |