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Aptonet

Aptonet is hiring: Tier 2 Deskside Hardware Technician (Rockville) in Rockville

Aptonet, Rockville, MD, US

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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.