Onsite Tier II Deskside IT Support Pro

Peraton; Germantown (MD); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton is seeking an experienced Tier II Deskside Technical Support professional to support the DOE customer. This onsite Germantown, MD role requires troubleshooting Windows and Office, supporting mobile devices, and resolving network issues while maintaining strong customer service with end users.

The candidate will handle incidents from Tier 1, document steps in the ticketing system, and assist with hardware deployments and imaging.

Qualifications

• 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 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).

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.

Skills

Windows Troubleshooting

Microsoft Office

Deskside Support

Network Troubleshooting

Customer Service

Mobile Device Support

Hardware Repair

iOS Devices

Education

Bachelor's degree + 5 years experience

Master's degree + 3 years experience

Associates degree + 7 years experience

High School diploma/equivalent + 9 years experience

Tools

Ticketing system

Job description

Peraton is seeking an experienced Tier II Deskside Technical Support professional to support the DOE customer. This onsite Germantown, MD role requires troubleshooting Windows and Office, supporting mobile devices, and resolving network issues while maintaining strong customer service with end users.

The candidate will handle incidents from Tier 1, document steps in the ticketing system, and assist with hardware deployments and imaging.