Information Technology Specialist

Dunhill Professional Search & Government Solutions; Richland (WA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k)

Medical insurance

Vision insurance

Job summary

A leading IT services provider in Richland is seeking a Service Desk (Tier II) Deskside Support Contractor to deliver advanced technical support and maintain IT assets for clients. The ideal candidate will have over 5 years of IT support experience and strong customer service skills, along with the ability to troubleshoot and resolve both hardware and software issues. This full-time role requires a commitment to continuous learning, particularly focused on Apple devices and corporate environments.

Qualifications

• 5+ years of experience in IT support.
• US Citizen required.

Responsibilities

• Deliver deskside (Tier II) support for troubleshooting and repair.
• Respond to incidents and service request tickets according to SLAs.
• Perform routine device maintenance and proactive updates.
• Manage a loaner pool of mobile devices and peripherals.
• Prepare obsolete devices for excess with secure data removal.
• Ensure proper tracking and availability of IT assets.
• Support setup and services for meetings, both on-site and off-site.
• Install, operate, and maintain videoconference systems.
• Assist users with VPN and VDI troubleshooting.
• Maintain proficiency through ongoing certifications.
• Adapt to evolving technologies and platforms.
• Log and document user interactions and issues solved.
• Conduct root cause analysis and document findings.

Skills

Technical support troubleshooting

Customer service skills

Maintenance of IT assets

Experience with Apple devices

Education

Bachelor’s degree or technical/trade school training

Tools

CompTIA A+

ITIL v4 Foundations

Microsoft 365

Job description

Job Title

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.

Responsibilities

• 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 request 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 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.
• 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.

Minimum Qualifications

• US Citizen with a bachelor’s degree or technical/trade school training preferred.
• 5+ years of experience in IT support.

Other Job Specific Skills

• Foundational knowledge equivalent to industry‑recognized certifications such as CompTIA A+, ITIL v4 Foundations, or HDI Certification.
• 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), common peripherals and communication services.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology, Customer Service, and Quality Assurance

Industries

IT Services and IT Consulting, Government Administration, and Consumer Services

Benefits

• 401(k)
• Medical insurance
• Vision insurance