Tier II Deskside Technical Support

Peraton•Germantown, MD

2d•$66,000 - $106,000•Onsite

About The Position

Peraton is seeking an experienced Tier II Deskside Technical Support to join their team of qualified and diverse individuals. This position will support the Department of Energy (DOE) customer. The role involves providing deskside support for PC hardware, peripherals, printers, and related equipment. It also includes troubleshooting and resolving issues with Windows operating systems and Microsoft Office applications, supporting mobile devices like iPads and iPhones, and diagnosing network connectivity problems. The position handles incidents escalated from the Tier 1 Service Desk, documents troubleshooting steps, collaborates with IT staff, and maintains a strong customer service focus. Additionally, the role assists with hardware deployments, upgrades, and system imaging.

Requirements

Bachelors degree and 5 years of experience or a Masters degree and 3 years of experience or an Associates degree and 7 years of experience or a High School diploma/equivalent and 9 years of experience.
Must be a US Citizen with the ability to obtain and maintain a Department of Energy (DOE) security clearance
Prior Tier 2 or advanced technical support experience
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
Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi-Fi)

Nice To Haves

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