Tier 2 Deskside Support Technician

Peraton • Germantown, MD

11h • $66,000 - $106,000 • Onsite

About The Position

The Tier 2 Service Desk Technician provides advanced technical support to end users, resolving issues that require deeper expertise than Tier 1 can provide. This role focuses on deskside support, hardware troubleshooting, software assistance , and network problem resolution. The technician will work closely with internal teams to ensure timely and effective issue resolution while maintaining a high standard of customer service.

Requirements

• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD, 12 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees