Tier II Deskside Support Technician

Silver Spring, MD posted on June 21

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Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).  Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.  Software support includes upgrade or reinstall of operating systems, application software, utility software, and client procured/developed standard system software.  Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues, follow standard operating procedures (SOPs) and ensure proper closeout of tickets once resolution has been confirmed..

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Deskside Technicians provide on-site support at client locations in the College Park, Silver Spring and Rockville, MD areas, Monday through Friday, for an 8 hour shift during the hours of 6:00 am – 6:00 pm local time. Rotating on-call services are required between 6:01 pm – 5:59 am local time Monday through Friday, weekends, and Federal Holidays.

Work Experience Requirements

  • Must possess excellent customer service skills
  • Be detail oriented and possess excellent organizational skills
  • Excellent writing and communication skills
  • Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
  • Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, secure USB storage devices, and local and/or network printers
  • Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities
  • Two years of combined Tier 1 Help Desk and Tier 2 Deskside Support work experience; or one year of Tier 1 Help Desk or Tier 2 Deskside Support experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field


Education, Certification and Clearance Requirements

  • CompTIA A+ certification
  • Must be able to obtain Public Trust clearance
  • Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

 Other Requirements:

  • Valid US Driver’s License
  • Authorized to work in the United States
  • ServiceNow experience/certification preferred