Tier 2 Support

ASM Research-posted 4 days ago
Mid Level
Onsite • Albany, NY
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The Service Desk (Tier II) Deskside Support Contractor will provide advanced technical support to troubleshoot, repair, deploy, maintain/ update/ patch and install customer computing devices, peripherals, software, and associated IT assets at on-site locations. This role requires hands-on expertise in hardware and software maintenance, strong customer service skills, and the ability to support both routine and specialized IT needs. The contractor will ensure reliable IT operations for SC employees, including executive staff, across on-site and occasional off-site environments.

  • Deliver deskside (Tier II) support for troubleshooting, repair, deployment, and installation of computing devices, peripherals, software, and IT assets.
  • Respond to assigned incidents and service requests tickets according to assigned criticality and established SLAs.
  • Perform routine device and software maintenance, including proactive updates, patches, diagnostics, and optimization to minimize downtime.
  • Manage and maintain a loaner pool of mobile devices and peripherals (laptops, smartphones, tablets, projectors, etc.) for short-term employee use.
  • Prepare obsolete computers, peripherals, and software for excess, ensuring secure data removal from hard drives in compliance with DOE, NIST, and OIM guidance/orders.
  • Ensure availability, functionality, and proper tracking of IT assets, supporting readiness for new device types and technologies.
  • Provide IT equipment setup and services for SC meetings, ensuring operational readiness; support may be required off-site.
  • Install, operate, and maintain videoconference systems; deliver customer training and instructional documentation for system use.
  • Provide executive staff off-site support (approximately once or twice per year) to ensure access to SC Government Furnished Equipment (GFE) and automated services.
  • Support existing and emerging technologies, including Apple devices (iPhones, iPads, desktops, laptops) and other standard/future product suites.
  • Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
  • Maintain approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
  • Demonstrate analytical thinking in performing root cause analysis by efficiently diagnosing and resolving technical issues. Document any lessons learned in tickets and knowledge base to enable earlier incident resolution by tier 1 support.
  • Bachelor's degree
  • 5+ years' experience
  • Hands-on experience with deskside support, including hardware/software troubleshooting, deployment, and maintenance.
  • Proficiency in supporting Apple devices and Microsoft-based environments.
  • Knowledge of secure data removal practices aligned with DOE, NIST, and OIM standards.
  • Strong customer service and communication skills, with the ability to train and document processes for end-users.
  • Flexibility to support off-site meetings and executive staff as required.
  • Commitment to continuous learning and certification to remain current with emerging technologies and regulatory requirements.
  • Strong understanding of deskside issues related to: Operating systems (Windows, macOS), Office productivity platforms (Microsoft 365), Cloud collaboration tools, Mobile devices (iOS, Android), and Common peripherals and communication services.
  • Maintain proficiency through ongoing certifications and training to align with technological advancements and regulatory changes.
  • Adapt to evolving technologies, platforms, and organizational priorities to ensure continued alignment with SC needs.
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