Cumberland, MD

Heunets•Cumberland, MD

10d•Onsite

About The Position

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor. The technicians will be responsible for providing on-site Level 2 technical support, infrastructure migration, and Smart Hands support throughout the various phases of the project.

Requirements

Hardware
Data Center Readiness
VPN
Data Cables
Connectivity
Inventory
BASIC Support
Microsoft 365
Access
Laptops
Resolutions
Authentication
Checks
Routers
Instructions
Switches
Servers
Storage
Infrastructure
Technical Support
Records
Troubleshooting
Software Testing
Documentation
Engineering
Communication

Responsibilities

Perform physical site walkthroughs.
Verify rack space, power, cooling, cabling, and network connectivity.
Validate endpoint and device inventory.
Stage loaner devices and available spare equipment.
Perform basic connectivity and site readiness checks.
Confirm site access, workspace, equipment, and required technical tools.
Set up laptops, desktops, workstations, and other end-user devices.
Perform hardware configuration and system setup.
Perform OS imaging and software installation.
Configure BIOS, drivers, network connectivity, VPN, authentication, encryption, and endpoint settings.
Join or remediate devices to the required domain.
Support identity/SSO configuration.
Support Microsoft 365 profile migration.
Perform MDM enrollment as required.
Perform device replacements and hot-swaps when required.
Provide hands-on support for user login, peripherals, printers, and access-related issues.
Provide basic user orientation on migrated systems.
Physically install, rack, stack, patch, and connect switches, routers, and wireless access points.
Perform port activation and LAN/WAN/Wi-Fi connectivity testing.
Verify physical network connectivity and cabling.
Label and tag cables following changes.
Install and test wireless access points.
Perform equipment shutdowns, restarts, and power cycles when directed.
Perform physical-layer troubleshooting and network re-patching.
Troubleshoot and replace copper/fiber patch cables.
Perform basic hardware/module replacements under the direction of the remote engineering team.
Rack, stack, cable, and physically install servers and other IT equipment.
Perform server and device status checks.
Perform basic server hardware replacements under remote engineering direction.
Perform server/device restarts and power cycles as required.
Validate server and application connectivity following migration activities.
Validate storage mappings.
Escalate platform-level issues to the appropriate engineering team.
Execute assigned activities according to the migration runbook.
Provide on-site Level 2 technical support during migration and cutover activities.
Perform real-time troubleshooting of endpoint, identity, authentication, and network issues.
Provide hands-on support to end users during the migration.
Coordinate with remote engineering teams for troubleshooting and escalations.
Update tickets and work activities as required.
Provide regular status updates throughout the assigned activities.
Provide on-site/on-call Level 2 support during the hypercare period.
Monitor and respond to incidents following the migration.
Perform rapid triage and resolution of priority incidents.
Validate endpoint functionality, authentication, and SSO.
Perform connectivity and application checks.
Continue providing hands-on end-user support.
Escalate unresolved issues with complete technical details.
Complete final review and handoff of any remaining open issues.
Disconnect and de-rack equipment scheduled for decommissioning.
Record decommissioned equipment and update the required documentation.
Keep tickets and activity records updated.
Document completed work, issues encountered, troubleshooting performed, equipment involved,and resolutions.
Complete site readiness and installation documentation.
Update rack, cabling, and equipment information as required.
Maintain issue and resolution logs.
Obtain user acknowledgement where required.
Follow the approved migration runbook and instructions provided by the remote engineering team.
Bring the required laptop, connectivity equipment, console cable,Ethernet patch cables, and basic technical toolkit.
Follow all site safety, PPE, access, and escort requirements.
Maintain professional communication throughout the engagement.
Keep tickets, activity records, and status updates current.