Tier II Deskside Technical Support

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

Responsibilities

Peraton is seeking an experienced Tier II Deskside Technical Supportto join our team of qualified and diverse individuals. This position will support the Department of Energy (DOE) customer.

Location: Onsite in Germantown, MD.

Day to Day Roles and 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

Qualifications

Basic 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 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)

Physical Requirements:

• 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

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.