Tier 2 Service Desk Technician

Peraton•Los Alamos, NM

2d•Onsite

About The Position

Peraton is seeking a Tier 2 Service Desk Technician to provide deskside support for PC hardware, peripherals, printers, and related equipment. This role involves troubleshooting and resolving issues with Windows operating systems and Microsoft Office applications, as well as supporting mobile devices like iPads and iPhones. The technician will diagnose and resolve intermediate to advanced network connectivity problems, handle escalated incidents from the Tier 1 Service Desk, and document all troubleshooting steps, resolutions, and recommendations in the ticketing system. Collaboration with IT staff to identify recurring issues and recommend long-term solutions is expected, along with maintaining a strong customer service focus. The role may also involve assisting with hardware deployments, upgrades, and system imaging.

Requirements

5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years with a HS Diploma
Strong technical troubleshooting and problem solving skills
Experience supporting Windows environments and Microsoft Office applications
Hands-on experience with PC hardware repair and peripheral device support
Familiarity with iOS devices (iPad/iPhone) and mobile device management basics
Excellent communication and customer service skills
PC hardware certification such as CompTIA A+
Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi-Fi)
Prior Tier 2 or advanced technical support experience
Ability to obtain and maintain a Department of Energy (DOE) security clearance
Must be a US Citizen
Ability to lift and move computer equipment as needed
Willingness to work on-site and respond to deskside support requests
Strong attention to detail and ability to follow established procedures

Responsibilities

Provide deskside support for PC hardware, peripherals, printers, and related equipment
Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications
Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues
Diagnose and resolve intermediate to advanced network connectivity problems
Handle and resolve incidents escalated from the Tier 1 Service Desk
Document troubleshooting steps, resolutions, and recommendations in the ticketing system
Collaborate with IT staff to identify recurring issues and recommend long term solutions
Maintain a strong customer service focus while working directly with end users
Assist with hardware deployments, upgrades, and system imaging as needed