"Alerted.org

Description

We are looking for a dedicated Desktop Support Technician to join our team in Rockville, MD 20852. In this long-term contract position, you will play a key role in designing, developing, and enhancing hardware products and systems. You will work on projects that involve creating new solutions, improving existing products, and contributing to organizational goals.

Key Responsibilities:

Systems Maintenance & Operations:

+ Maintain and ensure High Availability (HA) through virtualization, redundancy, and adherence to best practices.

+ Perform system maintenance tasks such as software upgrades, backups, and recovery procedures, ensuring compliance with operational standards.

+ Monitor systems weekly for critical updates, preparing for exercises or responding to announced threats.

+ Provide on-site and remote on-call support after hours as necessary to resolve Production Operating Environment (POE) issues.

Customer Support & Troubleshooting:

+ Respond to and resolve moderately complex customer inquiries (some dispatched through Customer Support Center) related to hardware and software issues.

+ Document all resolutions in the ITSM Tool (ServiceNow), ensuring adherence to Time to Resolution standards.

+ Escalate unresolved issues to managers or leads and provide remediation results to leadership as required.

Hardware & Device Management:

+ Perform the configuration, deployment, support, and disposal of laptops, desktops, thin clients, mobile devices, and associated equipment. This includes preparing and deploying Dell devices with Windows 10/11 images and providing users with introductory tutorials.

+ Handle asset control tasks both on- and off-site, ensuring proper inventory and documentation.

+ Provide guided network or systems support as required for customer HQ-specific needs.

IT Governance & Security:

+ Ensure all workstations and systems comply with security patches and requirements.

+ Troubleshoot and resolve patch-related issues, documenting failed patch deployments and taking appropriate remediation actions.

+ Support data security protocols by implementing role-based standards and ensuring adherence to IT governance policies.

Requirements

Required Qualifications:

+ Bachelor’s degree with 3+ years of relevant IT experience (or equivalent work experience in lieu of degree in related fields).

+ Proficiency in preparing and deploying Dell laptop and desktop devices with Windows 10/11 images for production use.

+ Strong experience in IT operations and desktop support, including break/fix troubleshooting for end-user devices and deskside assistance.

+ Ability to support key IT environments, including system administration, patch deployment, validation, and security compliance.

+ Understanding of enterprise IT environments, including incident management and service protocols.

+ Clear, detail-oriented communication skills to provide outstanding customer service and technical support.

Preferred Qualifications (Nice to Have):

+ Certifications in relevant fields (e.g., CompTIA A+, Security+, Network+, or Microsoft certifications).

+ Familiarity with IT governance frameworks, such as ITIL 4 Foundation Certification or willingness to obtain.

+ Experience or knowledge in the following is highly desirable:

+ System administration.

+ Enterprise IT environments and test automation frameworks.

+ ITSM ticketing systems like ServiceNow.

+ Supporting software testing, patch management, and validation processes.

+ Working on IT systems in cloud/virtual environments (e.g., Azure, AWS).

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