Desk Side Engineer ‐ Junior

SAIC•Washington, DC

2d•Onsite

About The Position

SAIC is seeking a customer-centric Junior Deskside Support Engineer with a minimum of 2 years of experience providing on-site technical support. Responsible for performing IMAC procedures (Install, Move, Add, Change), hardware/software deployments, and lifecycle refresh activities. The candidate must be proficient in troubleshooting Windows 10/11, Office 365, and Google Workspace, with specific experience in SCCM imaging, VPN support, and Active Directory (navigating the directory, resetting passwords, and moving objects/OUs). The support will range from simple to complex system issues and may include VIP support requirements. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes.

Requirements

Minimum of 2 years of experience providing on-site technical support.
Proficient in troubleshooting Windows 10/11, Office 365, and Google Workspace.
Specific experience in SCCM imaging, VPN support, and Active Directory (navigating the directory, resetting passwords, and moving objects/OUs).
Exceptional communication skills.
Ability to meet aggressive timelines in a very fast-paced environment.
Strong customer service skills.
Ability to multitask between hardware and software solutions.
Exceptional organization skills, scheduling, and the ability to document processes.

Nice To Haves

Occasional support with VTC/Zoom setups.
General knowledge of Smart cards and PIV cards for secure access.

Responsibilities

Provide Tier 2 support for hardware and software diagnostics, including mobile devices and occasional support with VTC/Zoom setups.
Document all work in ServiceNow to ensure SLA compliance.
Coordinate with vendor technicians for hardware warranty repairs.
Act independently in customer environments while collaborating with multi-functional engineering teams.
Resolve hardware failures and software configuration issues.
Perform basic Active Directory tasks including password resets, account unlocks, navigating the directory, and moving user or computer objects between OUs.
Execute machine imaging via SCCM and troubleshoot issues during the image process.
Provide hands-on and remote support for MS Office 365, Google Workspace, and VPN connectivity.
Maintain general knowledge of Smart cards and PIV cards for secure access.
Use exceptional customer service skills to meet aggressive timelines in a fast-paced environment.
Update service requests in the ITSM system and document technical processes.
Multitask between hardware repairs, mobile device troubleshooting, and VTC setups.