Deskside Support Technician II - US Citizens (germantown MD)

Desk Side Support Tier II Technician

Business Technology Integrators (BTI) in Upper Marlboro, MD, We are currently seeking motivated, career and customer service oriented Desk Side Support Tier II Technicians. This position will be located at DOE Headquarters in Washington DC and Germantown MD. In this role you are responsible for installing, configuring, and maintaining operating system workstations and servers, including web servers, in support of business processing requirements. You will perform software installations and upgrades to operating systems and layered software packages. You will schedule installations and upgrades and maintains them in accordance with established IT policies and procedures. Monitors and tunes the system to achieve optimum performance levels. Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions. Ensures data/media recoverability by implementing a schedule of system backups and database archive operations. Supports media management through internal methods and procedures or through offsite storage and retrieval services. Develops and promotes standard operating procedures. Conducts routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines. Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation.

Job Description

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• Additionally, may interact with product support personnel and potentially the customer when the customers problem cannot be resolved directly by first-level resources.

Qualifications

EDUCATION AND EXPERIENCE:

• Bachelors and 2 years related experience, or 4+ years additional experience in lieu of degree.
• U.S. CITIZENSHIP REQUIRED
• A+ Certification or higher required
• Security+, Network+, HDI or ITIL certifications desired
• Must be able to obtain a DOE Q clearance