Tier 2 Deskside Hardware Technician (Rockville)

Tier 2 Deskside Hardware Technician Location: Rockville, MD (with required travel to Mount Weather, Bluemont, VA)

Role Summary Seeking a customer-focused

Tier 2 Deskside/System Technician

to provide

on-site 7x24x365 deskside and systems support

for the U.S. Nuclear Regulatory Commission (NRC). This role supports NRC end usersspecifically NSIR usersat the primary site in

Rockville, MD , with required travel to

Mount Weather, Bluemont, VA

as needed. The position operates in a fast-paced government environment and requires hands-on technical support, strong communication skills, and the ability to work under tight schedules.

Key Responsibilities Serve as the

primary on-site point of contact

for Tier 2 deskside engineering and break/fix support for desktop and laptop devices. Provide

non-disruptive deskside support

for deployment of

Windows 10 and Windows 11

configured hardware. Configure, deploy, maintain, and support

laptops, desktops, thin clients, and mobile devices , including associated peripherals. Perform

hardware and software procurement, deployment, asset control, and disposal

activities. Maintain and support a

high-availability environment

using virtualization and redundancy best practices. Perform

systems maintenance , including software upgrades, backups, recovery, and file maintenance. Review systems weekly for

critical updates , including preparation for exercises and response to emerging threats. Provide

on-call after-hours support

for Production Operating Environment (POE) system issues as required. Support

practice, mock, and real DR/COOP exercises

on-site. Liaise with

Tier 3 teams

for changes, upgrades, and escalations. Document all incidents, resolutions, and activities in

ServiceNow ITSM , meeting defined resolution-time standards. Escalate issues to leads or management when solutions are unclear. Provide guided hands-on network or system support for site-specific customer needs. Perform duties that may require

heavy lifting and movement of IT equipment .

Required Technical Skills Hands-on experience deploying

Dell laptop and desktop devices

using

Windows 10 and Windows 11 images . Break/fix deskside support

for end-user computing devices. Experience using

ServiceNow ITSM

for ticketing, CMDB updates, and documentation. Knowledge of

Microsoft Office Suite . Strong

analytical and troubleshooting skills , including diagnosing patch-related issues. Ability to ensure

workstation compliance

with security patches and requirements. Strong documentation skills for troubleshooting, failed patch deployments, and remediation reporting.

Preferred / Nice-to-Have Skills Experience in: Software testing System administration IT operations Enterprise IT environments Patch deployment and validation Test automation frameworks Certifications (or proficiency toward): CompTIA A+ CompTIA Security+ CompTIA Network+ Microsoft certifications Ability to obtain

ITIL 4 Foundation certification

Qualifications & Experience Bachelors degree with 3+ years of relevant experience , or equivalent experience in lieu of a degree. Excellent customer communication, organizational, and time-management skills. Comfortable working in a

government on-site environment

with no telework. Ability to travel as needed between

Rockville, MD

and

Bluemont, VA . U.S. Citizenship or U.S. Permanent Residency required . Must be able to obtain and maintain an

NRC Public Trust Security Clearance

prior to start (process may take 14 months). Position is covered under the

Service Contract Act (SCA)

and includes required Health & Welfare provisions.