Tier 2 Deskside Support)

Tier 2 Deskside Support

Location: Rockville — U.S. Nuclear Regulatory Commission, 11955 Rockville Pike, Rockville, MD 20852 Additional Work Location: Bluemont — 19844 Blueridge Mountain Rd, Bluemont, VA Position Type: Onsite Contract Duration: 6 Months (Extension Possible) Target Start Date: 07/06/2026 Work Schedule: Standard Hours Clearance Requirement: NRC Public Trust Citizenship Requirement: U.S. Citizenship or U.S. Permanent Residence

Role Summary

We are seeking a Hardware Engineer I / Tier 2 Deskside Support Technician to provide onsite technical support within a fast-paced enterprise IT environment supporting the U.S. Nuclear Regulatory Commission (NRC). This role involves desktop support, break/fix activities, Windows 10 and 11 deployments, ServiceNow ticket management, and hands-on support across customer environments in Rockville, MD and Bluemont, VA.

The ideal candidate will have strong deskside support experience, excellent troubleshooting skills, and experience supporting enterprise IT operations in secure customer environments.

Key Responsibilities

• Provide onsite Tier 2 deskside engineering and break/fix support for desktop and laptop devices
• Deploy and configure Windows 10 and Windows 11 hardware devices
• Support customer DR/COOP exercises and operational activities
• Document and manage incidents through ServiceNow ITSM
• Update and maintain CMDB records
• Coordinate with Tier 3 teams for escalations, changes, and upgrades
• Perform software upgrades, backups, recovery, and systems maintenance
• Review systems for critical updates and security threats
• Provide after-hours on-call support as needed
• Configure and deploy: Mobile devices, Laptops, Thin clients, Desktop systems
• Support asset management, procurement, deployment, and disposal activities
• Perform guided network or systems support when required
• Troubleshoot hardware and software issues in enterprise environments
• Maintain high-availability environments through virtualization and redundancy best practices

Required Technical Skills

• Minimum 3 years of desktop support experience
• Experience supporting: Windows 10, Windows 11
• Experience using ServiceNow ITSM ticketing systems
• Experience with: Break/fix support, Desktop and laptop deployment, Device imaging, Enterprise IT operations
• Knowledge of: Microsoft Office Suite, Patch deployment and validation, System administration, IT operations
• Strong troubleshooting and analytical skills
• Experience documenting technical issues and remediation steps
• Ability to provide customer-facing technical support
• Ability to lift and move IT equipment
• Ability to support onsite operational environments

Preferred / Nice-to-Have Skills

• CompTIA A+
• Security+
• Network+
• Microsoft Certifications
• Experience with: Software testing, Test automation frameworks, Enterprise patch management
• ITIL 4 Foundation certification or ability to obtain certification
• Experience supporting high-availability environments
• Experience supporting DR/COOP exercises

Qualifications & Experience

• Bachelor's degree required
• 3+ years of relevant experience preferred
• Excellent customer communication skills
• Strong organizational and multitasking abilities
• Ability to obtain NRC Public Trust clearance prior to start
• Willingness to travel between Rockville, MD and Bluemont, VA locations as needed

About the Team / Company

The role supports enterprise IT operations within a customer-focused environment delivering 24/7/365 technical support services for critical infrastructure systems. Team members work collaboratively to maintain operational readiness, security compliance, and high-quality end-user support.

Benefits (employee contribution): Health insurance, Health savings account, Dental insurance, Vision insurance, Flexible spending accounts, Life insurance, Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.