Deskside Engineer

SAIC•Village of Kings Point, NY

1d•Onsite

About The Position

SAIC is seeking a Deskside Engineer to support our government customer. The role reports to the Helpdesk Manager and serves as a key member of the End User Support team. The ideal candidate has a minimum of 4 years of deskside/field support experience, acting as a senior engineer specializing in troubleshooting complex end-user issues involving hardware, software, network, collaboration technologies, identity/access management, and printer management in a diverse Microsoft Windows environment. This position is full-time On-Site with rotating weekend, and 2nd shift support located in Kings Point, NY at the United States Merchant Marine Academy.

Requirements

Minimum of 4 years of deskside/field support experience.
Senior engineer specializing in troubleshooting complex end-user issues involving hardware, software, network, collaboration technologies, identity/access management, and printer management in a diverse Microsoft Windows environment.

Responsibilities

Provide technical support for workstations, laptops, tablets, mobile devices, printers, and office infrastructure.
Deliver Tier 2 deskside support including imaging, deployment, asset management, and lifecycle refresh (IMAC) activities.
Document all work and manage service requests, incidents, changes, and workflows using Jira ITSM, including ticket creation, updates, resolution, and SLA compliance.
Manage printer fleet including installation, configuration, troubleshooting, driver deployment, print server support, and ongoing maintenance.
Support collaboration and conferencing technologies, including Microsoft Teams, Zoom, Google Meet, Polycom systems, and ScreenBeam wireless presentation solutions.
Provide support for PIV cards, smart card readers, and multi-factor authentication (MFA) solutions such as Microsoft Authenticator and login.gov.
Support faculty, staff, and students with software applications, backups, anti-virus, and academic/engineering/simulation programs.
Troubleshoot and resolve complex hardware, software, network, audiovisual, and identity/access issues; escalate, when necessary, with clear documentation.
Manage user and computer objects via Active Directory / Entra ID (GPOs, MFA, password management).
Support client network connectivity (wired, wireless, guest, DMZ, mobile) including NAC policies.
Provide excellent customer service via phone, in-person, and remote tools.
Document all work and update service requests in the ITSM system to ensure SLA compliance.
Act independently in a customer-facing environment while coordinating with other engineering teams as needed.
Perform other duties as assigned by management.