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Desktop Support Technician Tier 2
Ref No.: 22-00002
Location: Gaithersburg, Maryland
Desktop Support Technician Tier 2
 
 
About the Role: The project is located at the one of the country’s foremost science research institutions.  Working alongside some of the most brilliant minds in the country and supporting the mission by keeping computer systems functioning properly.
 
 
Location: Gaithersburg, MD        Clearance Required: n/a                          Travel: n/a
Status: Full-time                         FLSA: Non-exempt

 
Essential Duties and Responsibilities:
  • Provides installation, break/fix and upgrades hardware services for client devices running Windows operating systems
  • Provides supports installing and repairing Dell printers, and UPS battery back ups
  • Monitors ticket Queue and responds to all requests in a timely manner.
  • Candidate Follows written SOP to ensure quality and consistency.
  • Candidate follows Dell warranty repair process when service is required.
 
Your Experience and Knowledge:
  • Experience supporting technology and users of technology in a customer support function, including at least three of the following:
    • Windows endpoint device installation, Windows break/fix & upgrades, Local and network printer installation & repair, UPS repair (APC), Installation of Windows based COTS software and drivers, Installing NIST Windows system images, Windows security patching, Malware & virus removal, Troubleshooting multifaceted incidents and questions.
  • Working knowledge of installing Windows OS, MS office products as well as experience with active directory and bit locker drive encryption.
  • Experience in computer imaging through server and system deployment. 
  • Experience in break/fix including printers and battery backup units.
  • Experience in analyzing, troubleshooting, and repairing Windows OS, Microsoft office, virus and malware removal, computer hardware and peripherals
  • Applying basic network concepts in resolving issues
  • Applying basic network concepts in resolving issues
  • Understanding of Command Prompt and PowerShell
  • Experience with ServiceNow ticketing system
 
Required Education, Experience, and Certifications
  • Required Education: Associates Degree, 60 credit hours in computer science or information systems management or 1 year of experience providing Tier 2 desktop support service in an enterprise environment (250 users or more)
  • Physical Requirements:
    • Must be able to lift up to 50lbs
  • Required Certifications/Licenses:
  • ITIL Foundations V3 or V4
  • Dell Hardware,
  • CompTIA A+


ABOUT POWERTEK
We challenge you to come make your mark. Influence change. Work on vital missions. Advance your career.
Powertek Corporation is a high-energy IT company that encourages its employees to help shape its culture with imagination and ingenuity. Learn more at www.PowertekCorporation.com.
 
DISTINGUISHING BENEFITS
Matching 401k vested from day one of plan entry
Choice of Health Insurance Plans and an employee assistance program.
Company sponsored technical and management certifications.
PowertekU online education with 4400+ technical and business courses.
Educational tuition reimbursement.
Robust Awards & Recognition Program + perks, discounts, generous referral program.
 
TO ALL APPLICANTS
Thank you for your interest and effort in applying for this position. 
Powertek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
No unsolicited agency referrals please.