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Deskside Support Technician
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Robert Half
Rockville, MD (In Person)
Full-Time
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Job Description
We are looking for a Hardware Engineer / Deskside Support Technician to provide onsite technical support in a high-availability enterprise environment supporting a federal agency. This role is responsible for performing hands-on desktop support, hardware deployment, and system troubleshooting across Windows-based devices.
This position supports hardware products and systems through installation, maintenance, testing, and troubleshooting activities. Work includes deploying new systems, supporting end users, and ensuring devices meet operational and security requirements. The role requires collaboration across Tier 2 and Tier 3 teams and includes both routine operational support and participation in system upgrades, testing, and process improvements.
The ideal candidate is customer-focused, detail-oriented, and capable of working independently under limited supervision while contributing to team objectives.
This position supports hardware products and systems through installation, maintenance, testing, and troubleshooting activities. Work includes deploying new systems, supporting end users, and ensuring devices meet operational and security requirements. The role requires collaboration across Tier 2 and Tier 3 teams and includes both routine operational support and participation in system upgrades, testing, and process improvements.
The ideal candidate is customer-focused, detail-oriented, and capable of working independently under limited supervision while contributing to team objectives.
Key Responsibilities:
- Provide Tier 2 deskside support for desktops, laptops, and related hardware in a Windows 10/11 environment
- Perform break/fix support, troubleshooting hardware/software issues, and resolving user tickets
- Deploy, configure, and image Dell laptops and desktops for end users
- Utilize ServiceNow (or similar ITSM tools) for ticket tracking, documentation, and CMDB updates
- Support patching, system updates, and ensure endpoint compliance with security requirements
- Coordinate with Tier 3 teams on escalations, upgrades, and major incidents
- Assist with asset management, procurement support, and hardware lifecycle activities
- Participate in disaster recovery (DR/COOP) exercises and provide onsite support
- Perform system maintenance tasks including backups, upgrades, and recovery procedures
- Provide clear communication and status updates to stakeholders and end users
- Support occasional after-hours/on-call activities as needed