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
Education, Certification and Clearance Requirements