Tier 2 Deskside​/System Technician

Job Details

Job Title: Tier 2 Deskside/System Technician

Location: Rockville, MD or Bluemont, VA. Some travel may be required between HQ (Rockville, MD) and Mount Weather (Bluemont, VA).

Type: Contract

Compensation: $34.00 hourly

Contractor Work Model: On-site

Security Clearance: Must be able to obtain a Public Trust clearance. U.S. Citizenship or Permanent Residence required.

Seeking a qualified, creative, and customer-focused technical representative to provide 7/24/365 systems administration and deskside technical support at customer sites with HQ in Rockville, MD and Mount Weather in Bluemont, VA as a Tier 2 Deskside/System Technician.

You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth. This role develops time and task management, critical thinking, problem solving, communication of complex problems, and resolving complex problems using available tools. It is for those interested in joining a dynamic and respected team with unmatched client support.

• Primary point of contact for on-site 7x24 customer operational desk-side engineering and break-fix support tasks for desktop and laptop devices in the NRCs IT environment for NSIR end users.
• Conduct non-disruptive desk-side support to deploy Windows 10 and 11 configured hardware devices.
• Use MS Office Suite, Service Now and relevant tools to support deployment, ticket processing, and CMDB updates.
• Liaise with Tier 3 teams for changes and upgrades.
• Provide on-site IT support for practice, mock, and real customer DR/COOP type exercises.
• Maintain excellent analytical and organizational skills.
• Communicate with end users and provide status to Leidos and customer representatives; execute direction on a tight schedule.
• Travel may be required.

• Maintain and support a high-availability environment through virtualization and redundancy.
• Provide technical guidance to Tier 2 and Tier 3 support teams.
• Perform systems maintenance tasks such as software upgrades, backups, and recovery.
• Review systems for critical updates weekly or when a major threat is announced.
• Provide remote/on-site on-call support during after-hours for Production Operating Environment client and system issues.
• Respond to and remedy moderately complex customer inquiries concerning hardware and software problems.
• Document all resolutions in Service Now and meet Time-to-Resolve standards.
• Escalate to or consult with lead/manager when the solution is unclear.
• Configure and deploy mobile devices, laptops, thin clients, desktops; may require heavy lifting.
• Perform procurement, deployment, support, and disposal of hardware and software.
• Perform various asset control tasks on and off site.
• Provide guided network or systems support as required for customer HQ site specific needs.

• Bachelor’s degree with 3+ years of relevant experience (or equivalent experience).
• Experience preparing and deploying Dell laptops and desktops with Windows 10/11 images for NSIR IT environment, including brief user tutorials.
• Experience in software testing, system administration, IT operations, patch deployment and validation, and test automation frameworks is a plus.
• Certifications or proficiency in CompTIA A+, Security+, Network, Microsoft Certifications is a plus.
• Ability to obtain ITIL 4 Foundation certification.
• Strong analytical and troubleshooting skills for diagnosing patch-related issues.
• Attention to detail for identifying software bugs, security vulnerabilities, system inconsistencies.
• Excellent documentation skills for tickets and remediation results.
• Excellent customer communication skills.
• Ensure workstations are compliant with security patches and requirements.
• Experience using Service Now ITSM and providing deskside support for tickets from Service Desk.
• Break/fix support for end-user computer devices.
• Must obtain an NRC Public Trust Security Clearance prior to start.

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.