Hardware Engineer I (Tier 2 Deskside Support)

title: Hardware Engineer I (Tier 2 Deskside Support)
location: Rockville, MD
duration: 6 months, possible extn.

Must have :
Minimum 3 years experience in desktop support
Windows 10 and 11 device support
Ability to bend, stoop, and lift IT materials
Able to become certified in ITIL 4 Foundation.
Bachelors Degree required

Nice to have:
Certifications or proficient in the following areas (not required but considered a plus): CompTIA A , Security , and/or Network; Microsoft Cortication s.
ITSM Tool (ServiceNow).

seeking a qualified, creative, and customer-focused technical representative to provide 7/24/365 systems administrator and deskside technical support at our customer sites with HQ located in Rockville, MD and Mount Weather located in Bluemont, VA as a Tier 2 Deskside/System Technician.

Please Note:
Candidate needs to work onsite in Rockville, MD or Bluemont, VA. Some travel will be required between HQ (Rockville, MD) and Mount Weather (Bluemont, VA) locations (whenever needed).

This position is covered under the Service Contract Act and is subject to minimum wage requirements as well as the minimum Health and Welfare benefit. will ensure that all provisions are met through their wages and benefits.

Must be able to obtain an Public Trust Security Clearance prior to start (may take anywhere between 1-4 months from submission to the customers security organization).

Routine Duties Will Include:
This person will be a primary point of contact and responsible for providing on-site 7x24 customer operational desk-side engineering and break fix support tasks and activities for desktop and laptop devices in the IT environment specifically for end users.
Each candidate should be familiar with conducting non-disruptive desk-side support to deploy Windows 10 and 11 configured hardware devices.
Use knowledge of MS Office Suite, ServiceNow, and tools specifically used to support the deployment of these devices is desired. For example, familiarity with ServiceNow will aid in deploying the hardware devices, ticket processing, and updating the CMDB to capture the change.
Provide support by liaising with Tier 3 teams for any changes and upgrades.
Provide on-site IT support for practice, mock, and real customer DR/COOP type exercises.
Excellent analytical and organizational skills preferred.
Candidates must be comfortable with communicating with end users and providing status to Leidos and customer representatives and able to take and execute direction on a tight schedule.
Some travel may be required.

Primary Responsibilities:
On Site/Some Remote:
Maintain and support a High Availability environment through virtualization and redundancy, following best practices according to the systems in the environment.
Provide technical guidance to Tier 2 and Tier 3 support teams.
Performs systems maintenance tasks, such as software upgrades, back-ups, and recovery including file maintenance.
Review systems for critical updates on a weekly basis, preparation for exercises, or each time a major threat is announced.
Provide remote/on-site on-call support during after-hours to support Production Operating Environment (POE) client and system issues with the real-time software as deemed necessary.
Respond to and remedy moderately complex customer inquiries (some dispatched by the Customer Support Center) concerning technical support issues on a variety of hardware and software problems specific to technology.
Document all resolutions in the ITSM Tool (ServiceNow) and meets all standards for Time to resolve as dictated by Management for Performance.
Escalate to or consult with lead or manager when solution is unclear.
Perform configuration and deployment of Mobile Devices, Laptops, Thin Clients, and Desktops and associated equipment according to schedule. This will require heavy lifting and moving of equipment.
Perform Procurement, deployment, support and disposal of the software and hardware environment.
Perform various Asset Control tasks on and off site.
May be asked to provide guided network or systems support as the hands for customer HQ site specific needs.

Required Qualifications:
Bachelor s degree with 3 years of relevant prior experience or required duration of relevant experience in lieu of degree in the following areas.
Experience preparing and deploying Dell Laptop and Desktop Devices with a Windows 10 and 11 Image for end users use and in support of the IT is operating environment, including a brief tutorial to familiarize the user with devices.
Support experience in the following (not required but considered a plus): software testing, system administration, IT operations, enterprise IT environments, patch deployment and validation, and test automation frameworks is beneficial.
Certifications or proficient in the following areas (not required but considered a plus): CompTIA A , Security , and/or Network; Microsoft Cortication s.
Able to become certified in ITIL 4 Foundation.
Strong analytical and troubleshooting skills to diagnose patch-related issues.
Attention to detail to identify software bugs, security vulnerabilities, and system inconsistencies.
Excellent documentation skills to document trouble tickets and failed patch deployments to support teams. Troubleshoot and provide remediation results to leadership as needed.
Excellent customer communication skills.
Ensuring workstations are compliant with all security patches and requirements.
Experience using the ServiceNow ITSM ticketing systems and providing deskside support for any user where a ticket has been dispatched from the Service Desk.
Break/Fix support for end-user computer devices.