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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