Tier 2 Deskside Support Lead

Peraton•Golden, CO

4d•$80,000 - $128,000•Onsite

About The Position

Peraton is seeking a Tier 2 Deskside Support Lead to provide team leadership and technical support for PC hardware, peripherals, printers, and related equipment. This role involves troubleshooting Windows operating systems, Microsoft Office applications, and mobile devices like iPads and iPhones. The lead will handle escalated incidents from the Tier 1 Service Desk, diagnose network connectivity issues, and document solutions in the ticketing system. Collaboration with IT staff to identify and resolve recurring issues, maintaining a strong customer service focus, and assisting with hardware deployments and upgrades are also key responsibilities. This is a deskside support role requiring on-site presence.

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 team leadership for other site personnel
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