What are the responsibilities and job description for the Tier 2 Deskside Support position at Aptonet?
Title: Tier 2 Deskside Support
Location: Rockville, MD (On Site)
Pay Rate: 32 hr W2 (Public Trust is required)
Role Summary
Seeking a Hardware Engineer I (Tier 2 Deskside Support) to provide onsite 7/24/365 systems administration and deskside technical support for NRC end users. This is an onsite government/client-site position based at the U.S. Nuclear Regulatory Commission in Rockville, MD, with travel as needed to Bluemont, VA.
Key Responsibilities
- Provide onsite Tier 2 deskside/system technician support for desktop and laptop devices.
- Deploy and support Windows 10 and Windows 11 configured hardware devices.
- Provide break/fix support for end-user computer devices.
- Use ServiceNow for ticket processing, documentation, and CMDB updates.
- Support practice, mock, and real DR/COOP exercises.
- Liaise with Tier 3 teams for changes, upgrades, and escalations.
- Maintain and support a High Availability environment through virtualization and redundancy.
- Perform software upgrades, backups, recovery, and file maintenance.
- Review systems for critical updates weekly or when major threats are announced.
- Provide remote/onsite on-call support during after-hours as needed.
- Configure and deploy mobile devices, laptops, thin clients, desktops, and related equipment.
- Perform procurement, deployment, support, disposal, and asset control tasks.
- Provide guided network or systems support as hands-on support for customer HQ needs.
- Travel between Rockville, MD and Bluemont, VA as needed.
Required Technical Skills
- Minimum 3 years of desktop support experience.
- Windows 10 and Windows 11 device support.
- Experience preparing and deploying Dell laptop and desktop devices with Windows 10 and 11 images.
- Experience using ServiceNow ITSM ticketing systems.
- Break/fix support for end-user computer devices.
- MS Office Suite knowledge.
- Ability to ensure workstations are compliant with all security patches and requirements.
- Strong analytical and troubleshooting skills to diagnose patch-related issues.
- Documentation skills for trouble tickets and failed patch deployments.
Preferred / Nice-to-Have Skills
- Software testing.
- System administration.
- IT operations.
- Enterprise IT environments.
- Patch deployment and validation.
- Test automation frameworks.
- CompTIA A , Security , and/or Network.
- Microsoft certifications.
- ITIL 4 Foundation certification or ability to become certified.
Qualifications & Experience
- Bachelor’s degree required.
- Bachelor’s degree with 3 years of relevant prior experience, or relevant experience in lieu of degree.
- Must be able to obtain an NRC Public Trust Security Clearance prior to start.
- U.S. Citizenship or U.S. Permanent Residence required.
- Start prior to clearance completion is not permissible.
- Ability to bend, stoop, lift, and move IT materials/equipment.
- Excellent customer communication skills.
- Excellent analytical and organizational skills.
- Standard work hours.
- Some travel required.
- No telework.