Tier II Deskside Technician

Are you a detailed oriented individual who likes to solve complex technical issues? How often do you get the opportunity to work in a fast paced environment, supporting individuals dedicated to the health and safety of your loved ones?  Are you ready for a new challenge?  If so, HumanTouch, LLC is looking for you to join our team as a Tier II Deskside Technician to support our FDA Regional IT Help Desk.  Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).  Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.  Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software.  Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues.

Deskside Technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.  They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers.  These services are provided through remote access.  Deskside Technicians provide some support for multi-functional copier/printers within the Washington, DC Metro area. 

Deskside Technicians provide on-site Deskside Support at Washington, DC Metro area locations, Monday through Friday, with team coverage from 6:00 am – 6:00 pm. On-call services are required on a rotational basis among all of the technicians between 6:01 pm – 5:59 am Monday through Friday, weekends, and Federal Holidays, as well as when the Government’s local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations.

Work experience requirements

Deskside Tech 2:  Must demonstrate the skills and experience commensurate with the requirement in the general description section above. Must have thorough knowledge and experience of customer service practices. Must be able to obtain Public Trust security clearance and possess strong attention to detail and good interpersonal skills. Must possess strong decision making and problem solving skills, as well as the ability to multi-task in fast-paced dynamic environment. Should have 3-5 years experience in role. Existing HumanTouch Tier 1 Customer Service Representatives (CSRs) must have a minimum of 1 year in role prior to consideration for Deskside Technician.

Education requirements

Deskside Tech 2 is required to have completed CompTIA A+ (IT Technician Designation) certification. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.