Tier II Deskside Support Technician (HHS)

Symposit•Silver Spring, MD

11d•Onsite

About The Position

Symposit is looking for 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, software support (including operating systems and standard system software), mobile device and PC refreshes, assisting with COOP exercises and events, and providing support for virus/malware, warranty parts and repairs, data recovery, and system administration. Technicians are responsible for documenting all reported problems and issues, following standard operating procedures, and entering/closing tickets for customer support. Support for off-site computers is provided through remote desktop connection and/or authorized travel. The role also includes on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD, and Rockville, MD areas, Monday through Friday, during the hours of 6:00 am - 6:00 pm local time, including during government closure situations (e.g., snow days). On-call services are required outside of these hours, including evenings, weekends, and Federal 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

Nice To Haves

Excellent customer service skills
Detail oriented
Excellent organizational skills
Excellent writing and communication skills
Excellent IT support problem solving skills
Broad understanding of relationships between hardware and software applications
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
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 standard system software.
Perform mobile device and PC refreshes.
Assist with COOP exercises and events.
Provide support for virus/malware, warranty parts and repairs, data recovery, and system administration.
Document all reported problems and issues and follow standard operating procedures.
Provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.
Follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support, ensuring 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 government local operating status closure (e.g., snow days or other emergency situations).
Perform on-call services during evenings, weekends, and Federal Holidays.