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Tier 2 Deskside Systems Technician

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Robert Half

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Location:
United States , Rockville, MD or Bluemont, VA

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are seeking a qualified, customer‑focused Tier 2 Deskside / Systems Technician to provide 24x7x365 operational IT support in a secure, enterprise environment. This role supports end users through on‑site deskside assistance, system administration tasks, and coordination with senior technical teams. The ideal candidate thrives in fast‑paced environments, communicates effectively with end users, and demonstrates strong troubleshooting and organizational skills.

Job Responsibility:

  • Serve as a primary point of contact for on‑site deskside support, including break/fix and operational activities for desktop and laptop systems
  • Deploy, configure, and support Windows 10 and Windows 11 devices in a non‑disruptive manner
  • Provide Tier 2 support and partner with Tier 3 teams for escalations, changes, and upgrades
  • Support IT operations during practice, mock, and live continuity (DR/COOP) exercises
  • Communicate clearly with end users and project stakeholders, providing timely status updates
  • Perform configuration and deployment of laptops, desktops, thin clients, and mobile devices
  • Assist with procurement, deployment, tracking, and disposal of hardware and software assets
  • Maintain accurate documentation and update records in the ITSM system
  • Support a high‑availability enterprise environment, following best practices for redundancy and virtualization
  • Perform routine system maintenance including software updates, backups, and recovery tasks
  • Review systems regularly for critical patches, security updates, and readiness for exercises or threat events
  • Provide on‑call after‑hours support when required for production system issues
  • Document all work in ServiceNow, meeting time‑to‑resolution and documentation standards
  • Escalate unresolved issues appropriately and collaborate with leadership when solutions are unclear
  • Act as on‑site technical “hands” for remote network or systems support activities

Requirements:

  • Bachelor’s degree with 3+ years of relevant experience, or equivalent experience in lieu of degree
  • Hands‑on experience deploying and supporting Dell laptops/desktops using Windows 10/11 images
  • Strong troubleshooting experience supporting end‑user hardware and software issues
  • Experience providing deskside support via ServiceNow or similar ITSM tools
  • Familiarity with enterprise IT environments, patch deployment, and validation
  • Excellent documentation, analytical, and communication skills
  • Ability to lift and move IT equipment as required
  • Must be a U.S. Citizen
  • Must be able to obtain a Public Trust security clearance prior to start (process may take 1–4 months)

Nice to have:

  • Experience with system administration or IT operations
  • Familiarity with SCCM, virtualization environments, or enterprise patching tools
  • Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
  • Ability to obtain ITIL 4 Foundation certification
What we offer:
  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
January 31, 2026

Work Type:
On-site work
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