Deskside Support Technician (Tier II)

Job Title: Deskside Support Technician (Tier II)
Location: Washington, DC (100% Onsite)
Type: Contract (W2)
Pay Rate: $39.50/hour
Clearance Requirement: Active Public Trust (DOJ Public Trust preferred; Secret is a plus)

About the role

We’re seeking a customer-focused Tier II Deskside Support Technician to provide hands-on IT support in a Windows enterprise environment. You’ll work directly with end users, resolve incidents quickly, and deliver “white glove” support when needed—especially for leadership offices.

What you’ll do

• Provide deskside support for tickets dispatched from the Service Desk and walk-up/onsite user issues
• Troubleshoot and resolve Windows workstation issues (including advanced issues such as Blue Screen of Death)
• Perform break/fix support on end-user devices (e.g., swap/replace hard drives, batteries, etc.)
• Install specialty software not already packaged for automated deployment (SCCM experience helpful)
• Support printers: diagnose issues and replace toner as needed
• Follow security directions (including removing devices from the network when required)
• Document work thoroughly and keep tickets updated in the ITSM/ticketing system
• Travel between multiple buildings/sites in Washington, DC as needed, without direct day-to-day supervision
• Provide occasional after-hours support depending on priority/leadership needs

Required qualifications

• High School diploma (or equivalent)
• 5+ years of relevant IT support experience
• Active Public Trust and ability to maintain it
• Strong Tier II support experience in a Windows office environment (Windows 10/enterprise tooling)
• Excellent customer service and communication (written + verbal)
• Experience using an ITSM/ticketing system and working to SLAs

Preferred qualifications

• Prior support experience within DOJ components or similar environments
• Secret clearance (highly desired, not required)

System One, and its subsidiaries including 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.

#LI- Ref: #851-Rockville-S1