Computer Support Technician

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JobTitle: Personal Computer Support Technician

Type: Contract to Hire

Location: Rockville, MD Onsite

About The Role

Seeking a Tier II Personal Computer Support Technician to provide onsite support for our Centers of Medicare and Medicaid (CMS) customer base. You ll handle workstation, printer, mobile device, and teleconference equipment issues, ensuring smooth operations and excellent user experiences.

Key Responsibilities

• Install, configure, troubleshoot, and repair workstations, printers, peripherals, and video conferencing equipment.
• Perform software/hardware upgrades and recommend improvements.
• Provide advanced support for executive users.
• Mentor Tier I agents and review knowledge articles to improve first-call resolution.
• Diagnose and resolve tickets via phone/email using ServiceNow.
• Train users on hardware/software/mobile devices.
• Monitor asset performance and proactively address issues.
• Conduct root cause analysis for complex problems.
• Participate in after-hours or weekend support when needed.
  
  

Required Qualifications

• Associate degree 3 years relevant experience (or equivalent).
• Strong experience with ServiceNow ITSM and Active Directory.
• Hands-on skills in hardware/software installation, configuration, and troubleshooting.
• Excellent communication, customer service, and problem-solving abilities.
• Ability to work independently and in teams.
• Eligibility for public trust clearance (must have lived in U.S. 3 of last 5 years).
  
  

Preferred Qualifications

• Experience with JIRA.
• Certifications such as CompTIA A , Network , MCP, Dell/EMC.