Tier 2 Deskside/System Technician

We are seeking a qualified, creative, and customer-focused technical representative to provide 24/7/365 systems administration and deskside technical support at our customer sites located in Rockville, MD, and Mount Weather in Bluemont, VA. You will work in a fast-paced and diverse environment with a management team that encourages career development and growth. In this role, you will gain skills such as time and task management, critical thinking, problem-solving, and the ability to communicate complex problems concisely., * Serve as a primary point of contact, providing on-site 24/7 customer operational deskside engineering and break/fix support for desktop and laptop devices.

• Conduct non-disruptive deskside support to deploy Windows 10 and 11 configured hardware devices.
• Utilize knowledge of MS Office Suite, ServiceNow, and tools used for hardware deployment, ticket processing, and CMDB updates.
• Liaise with Tier 3 teams for changes and upgrades.
• Provide on-site IT support for practice, mock, and real customer DR/COOP exercises.
• Communicate with end users and provide status updates to representatives.
• Maintain and support a High Availability environment through virtualization and redundancy.
• Provide technical guidance to Tier 2 and Tier 3 support teams.
• Perform systems maintenance tasks, such as software upgrades, backups, and recovery.
• Review systems for critical updates weekly or when major threats are announced.
• Provide remote/on-site on-call support during after-hours for Production Operating Environment issues.
• Respond to and resolve moderately complex customer inquiries concerning technical support issues.
• Document all resolutions in the ITSM Tool (ServiceNow) and meet performance standards.
• Escalate to or consult with lead or manager when solutions are unclear.
• Perform configuration and deployment of mobile devices, laptops, thin clients, desktops, and associated equipment.
• Perform procurement, deployment, support, and disposal of software and hardware environments.
• Perform various asset control tasks on and off-site.
• Provide guided network or systems support as required.

• Bachelor's degree with 3 years of relevant experience or equivalent experience in relevant areas.
• Experience preparing and deploying Dell Laptop and Desktop Devices with Windows 10 and 11 for end users.
• Familiarity with software testing, system administration, IT operations, enterprise IT environments, patch deployment, and validation is beneficial.
• Certifications or proficiency in CompTIA A+, Security+, and/or Network+; Microsoft Certifications are a plus.
• Able to become certified in ITIL 4 Foundation.
• Strong analytical and troubleshooting skills for diagnosing patch-related issues.
• Attention to detail in identifying software bugs, security vulnerabilities, and system inconsistencies.
• Excellent documentation skills for trouble tickets and failed patch deployments.
• Excellent customer communication skills.
• Ensure workstations are compliant with all security patches and requirements.
• Experience using the ServiceNow ITSM ticketing systems and providing deskside support.
• Break/Fix support for end-user computer devices.
• Must be able to obtain an NRC Public Trust Security Clearance.
• U.S. Citizenship or U.S. Permanent Residence is required due to federal contract requirements.
• No C2C or C2H., The physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Must be able to perform the essential physical functions of the position, including sitting, standing, walking, stooping, kneeling, and lifting up to 25 pounds, with or without reasonable accommodation.

3.93.9 out of 5 stars Rockville, MD 20852 $28.67 - $35.76 an hour - Contract, Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Paid sick time
• Flexible spending account, PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.