Tier II Deskside Technical Support

Peraton • Germantown, MD

1d • Onsite

About The Position

Peraton is seeking an experienced Tier II Deskside Technical Support professional to support a Department of Energy (DOE) customer. This position is onsite in Germantown, Maryland. The role provides direct technical support to end users, handles incidents escalated from the Tier 1 Service Desk, and supports hardware deployments, upgrades, and system imaging as needed. The position requires the ability to obtain and maintain a DOE security clearance and U.S. citizenship.

Requirements

• Bachelor’s degree and 5 years of experience, or a master’s degree and 3 years of experience, or an associate degree and 7 years of experience, or a high school diploma/equivalent and 9 years of experience.
• Must be a U.S. 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).
• Ability to lift and move computer equipment as needed.
• Willingness to work onsite 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