Desk Side Support Specialist

Service Center Lead

The Service Center Lead is responsible for managing a team of 20+ IT professionals at various sites delivering exceptional customer service to over 1,200 federal users. This onsite role is located in Oak Ridge, TN. This role oversees incident management, problem escalation, customer fulfillment, and tiered technical support, while ensuring compliance with contractual Key Performance Indicators (KPIs). The Lead maintains the technical Knowledge Base, provides administrative support to team members, and produces detailed reports including monthly QASP metrics, weekly workstream updates, and project status reports for federal task monitors. Strong leadership, communication, and analytical skills are essential to succeed in this fast-paced, customer-focused environment.

Requirements :

5+ years of experience as a Service Center manager

Expert in ServiceNow and ITSM

Experienced in computer hardware, software, networking concepts, and troubleshooting methodologies equivalent to industry-recognized standards such as CompTIA, A+, and IT Services standards such as ITIL v4 Foundations or Help Desk Institute (HDI Certification).

Desk Side Support Specialist - Tier 2

Position Overview

The Service Desk (Tier II) Deskside Support Contractor will provide advanced technical support to troubleshoot, repair, deploy, and install customer computing devices, peripherals, software, and associated IT assets at on-site locations. This role requires hands-on expertise in hardware and software maintenance, strong customer service skills, and the ability to support both routine and specialized IT needs. The contractor will ensure reliable IT operations for SC employees, including executive staff, across on-site and occasional off-site environments.

Key Responsibilities

Deliver deskside (Tier II) support for troubleshooting, repair, deployment, and installation of computing devices, peripherals, software, and IT assets.

Perform routine device and software maintenance, including proactive updates, patches, diagnostics, and optimization to minimize downtime.

Manage and maintain a loaner pool of mobile devices and peripherals (laptops, smartphones, tablets, projectors, etc.) for short-term employee use.

Prepare obsolete computers, peripherals, and software for excess, ensuring secure data removal from hard drives in compliance with DOE, NIST, and OIM guidance / orders.

Ensure availability, functionality, and proper tracking of IT assets, supporting readiness for new device types and technologies.

Provide IT equipment setup and services for SC meetings, ensuring operational readiness; support may be required off-site.

Install, operate, and maintain videoconference systems; deliver customer training and instructional documentation for system use.

Provide executive staff off-site support (approximately once or twice per year) to ensure access to SC Government Furnished Equipment (GFE) and automated services.

Support existing and emerging technologies, including Apple devices (iPhones, iPads, desktops, laptops) and other standard / future product suites.

Ensure deskside support staff maintain foundational knowledge in hardware, software, networking, and troubleshooting methodologies aligned with industry standards (CompTIA A+, ITIL v4 Foundations, HDI Certification).

Maintain staff proficiency through ongoing certifications and training to align with technological advancements and regulatory changes.

Adapt to evolving technologies, platforms, and organizational priorities to ensure continued alignment with SC needs.

Qualifications

Foundational knowledge equivalent to industry-recognized certifications such as CompTIA A+, ITIL v4 Foundations, or HDI Certification.

Hands-on experience with deskside support, including hardware / software troubleshooting, deployment, and maintenance.

Proficiency in supporting Apple devices and Microsoft-based environments.

Knowledge of secure data removal practices aligned with DOE, NIST, and OIM standards.

Strong customer service and communication skills, with the ability to train and document processes for end-users.

Flexibility to support off-site meetings and executive staff as required.

Commitment to continuous learning and certification to remain current with emerging technologies and regulatory requirements.