Deskside Support Technician (Tier II)

Job Title: Deskside Support Technician (Tier II)
Location: Washington, DC
Type: Contract
Compensation: $39.42
Work Model: Onsite – onsite
Hours: 40.0
Security Clearance: Public Trust security clearance required (Secret Clearance highly desired)

Responsibilities

• Provide deskside support for users and address tickets dispatched from the Service Desk or identified by on-site users
• Perform Break/Fix support on government-provided end-user devices, such as replacing hard drives or batteries
• Install specialty software not already packaged in SCCM
• Remove devices from the network as instructed by Security
• Assess and diagnose issues with printers and other peripherals
• Install printer toner and perform related maintenance tasks
• Interface with customers to resolve IT issues promptly, ensuring high-quality customer service
• Prioritize work based on ticket and customer urgency, working across multiple buildings without direct supervision
• Provide technical support to senior management and leadership offices within the Department of Justice
• Maintain accurate ticket documentation and adhere to service level agreements
• Utilize Windows 10, Microsoft Office, Microsoft Exchange, Outlook, and other office IT tools to resolve issues
• Occasionally provide after-hours support for critical incidents requiring "white glove" service

• High School diploma with 5+ years of relevant experience
• Customer service-focused attitude
• Current Public Trust clearance and ability to maintain it
• Past experience providing Tier II IT support in a Windows office environment
• Excellent written and verbal communication skills
• Experience working with ITSM ticketing systems

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1