Tier 2 Deskside Support

Required Qualifications

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years with a HS Diploma
• 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
• PC hardware certification such as CompTIA A+
• Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi‑Fi)
• Prior Tier 2 or advanced technical support experience
• Ability to obtain and maintain a Department of Energy (DOE) security clearance
• Must be a US Citizen.

• 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

• 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