Tier II Deskside Support Technician

HUMAN TOUCH LLC•Silver Spring, MD

1d•$50,000 - $60,000•Onsite

About The Position

HumanTouch, LLC is seeking a detailed-oriented Tier II Deskside Technician to join their team. This role involves installing, connecting, configuring, upgrading, troubleshooting, diagnosing, and repairing desktop/laptop system hardware and software, mobile devices, and peripherals. Responsibilities include hardware upgrades (memory, hard drives, etc.), software support (operating systems, applications), mobile device and PC refreshes, assisting with COOP exercises, and providing support for virus/malware, warranty repairs, data recovery, and system administration. Technicians will document issues, follow standard operating procedures (SOPs), manage customer support tickets, and provide incident resolution for off-site computers through remote access or travel. On-site support is required at multiple locations in the College Park, MD, Silver Spring, MD, and Rockville, MD areas, Monday through Friday, during specified hours, and during emergency situations. On-call services are also required during off-hours and holidays.

Requirements

Must be able to obtain Public Trust clearance
1 year of Tier 1 or Tier 2 experience
Completion of two years of college level or vocational coursework in computer science or a closely related field
Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices and local and/or network printers
Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

Nice To Haves

Possess excellent customer service skills
Detail oriented and possess excellent organizational skills
Excellent writing and communication skills
Excellent IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary
ServiceNow training or experience

Responsibilities

Install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).
Perform hardware upgrades, including adding memory, hard drives, removable storage media, DVD-ROMs, and network interface cards.
Provide software support, including upgrading or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software.
Perform mobile device and PC refreshes.
Assist with COOP exercises and events.
Provide support for virus/malware issues, warranty parts and repairs, data recovery, and system administration.
Document all reported problems and issues.
Follow standard operating procedures (SOPs).
Enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
Provide incident resolution and troubleshooting assistance for Government owned, off-site computers through remote access.
Provide on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas.
Provide support during emergency situations when the Government's local operating status is indicated as Closed.
Perform on-call services during specified off-hours, weekends, and Federal Holidays.