Tier 2 Deskside Support Technician

About The Role

Position Overview

The Tier 2 Service Desk Technician provides advanced technical support to end users, resolving issues that require deeper expertise than Tier 1 can provide. This role focuses on deskside support, hardware troubleshooting, software assistance , and network problem resolution. The technician will work closely with internal teams to ensure timely and effective issue resolution while maintaining a high standard of customer service.

Key Responsibilities

• Provide deskside support for PC hardware, peripherals, printers, and related equipment

• Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications

• Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues

• Diagnose and resolve intermediate to advanced network connectivity problems

• Handle and resolve incidents escalated from the Tier 1 Service Desk

• Document troubleshooting steps, resolutions, and recommendations in the ticketing system

• Collaborate with IT staff to identify recurring issues and recommend long term solutions

• Maintain a strong customer service focus while working directly with end users

• Assist with hardware deployments, upgrades, and system imaging as needed

Qualifications

Required Qualifications

• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD, 12 years with a HS Diploma

• Strong technical troubleshooting and problem solving skills

• Experience supporting Windows environments and Microsoft Office applications

• Hands-on experience with PC hardware repair and peripheral device support

• Familiarity with iOS devices (iPad/iPhone) and mobile device management basics

• Excellent communication and customer service skills

• PC hardware certification such as CompTIA A+

• Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi-Fi)

• Prior Tier 2 or advanced technical support experience

• Ability to obtain and maintain a Department of Energy (DOE) security clearance

Additional Requirements

• Ability to lift and move computer equipment as needed

• Willingness to work on-site and respond to deskside support requests

• Strong attention to detail and ability to follow established procedures

Details

Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.