Tier II Deskside Support Technician (HHS)

Symposit; Silver Spring (MD); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Symposit LLC seeks a detail-oriented Tier II Deskside Technician to install, configure, troubleshoot, and repair desktop/laptop hardware and software for government and contractor teams in the Maryland area.

You will provide on-site deskside support at locations in College Park, Silver Spring, and Rockville, covering an 8-hour shift from 6:00 am to 6:00 pm and on-call during off-hours. Remote support, SOP adherence, and ticket documentation are essential.

Qualifications

• Must be able to obtain Public Trust clearance.
• 1 year of Tier 1 or Tier 2 experience plus completion of two years of college level coursework in computer science or a closely related field.

Responsibilities

• Provide on-site Deskside Support at multiple locations (College Park, Silver Spring, Rockville) 8-hour shifts 6:00 am–6:00 pm.
• Perform remote desk-side support and remote ticket resolution.
• Document reported problems and follow SOPs; ensure proper ticket closeout.
• Assist with virus/malware issues, data recovery, and system administration support.

Skills

Customer service

Detail oriented

IT support

Writing skills

Communication skills

Virus/malware support

Troubleshooting

ServiceNow training

Education

Two years college level coursework in computer science or related field

Tools

Windows troubleshooting

Office applications

Printers/Scanners

Job description

Description

Are you detailed oriented? Like to help solve complex technical issues? If so, Symposit is looking for you to join our team as a Tier II Deskside Technician. Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software. Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues and follow standard operating procedures.

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access.

Deskside Technicians provide on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am 6:00 pm local time as well as when the Governments local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations. On-call services are required between 6:01 pm 5:59 am local time Monday through Friday, weekends, and Federal Holidays.

Mandatory Requirements

• Must be able to obtain Public Trust clearance
• 1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field

Preferred Skills/Experience

• Possess excellent customer service skills
• Detail oriented and possess excellent organizational skills
• Excellent writing and communication skills
• Excellent IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
• 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

Benefits

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO

Symposit LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable laws.

Symposit LLC participates in E-Verify. For more information please visit: www.dhs.gov/E-Verify