Tier 2 Deskside

General Description

Deskside Tech 2:  Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, handheld 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 operating systems, application software, utility software, and FDA procured/developed standard system software.  Deskside Technicians can use remote assistance to assist customers if the customer’s desktop is connected to the network.  Deskside Technicians respond to and manage service tickets to troubleshoot and repair laptop/desktop systems and components, printers (including file print shares), handheld devices, and peripherals.  This includes all activities necessary to make the systems fully operational and properly configured.

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.