Deskside support Engineer

SAIC•Olympia, WA

12h•Onsite

About The Position

This is a full-time, onsite position for a Deskside Support Engineer with a minimum of 7 years of experience. The role involves acting as an IT Support Specialist, focusing on troubleshooting complex and advanced end-user hardware and software issues within a diverse MS Windows environment. The engineer will provide Tier 2 and Tier 3 deskside support, including imaging, deployment, asset management, and Windows 11 support, requiring strong user interaction skills. The position also requires diagnosing and performing repairs on Apple (MAC) computer and iOS hardware and software. The role may involve assisting in leading small projects and team efforts, performing IMAC procedures, and lifecycle refresh activities. Familiarity with Remedy and Service Now is a plus, as is experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom. The engineer will escalate complex problems to upper-level deskside engineers and must possess broad IT knowledge across computing, networking, integration, and domain administration. A degree is required, though a High School Diploma may be substituted with 6 additional years of related experience. The HDI Technical Support Professional certification is required within six months of employment. The engineer will serve as an escalation point for junior and mid-level desk side engineers, troubleshoot complex issues, and update the IT service management system with problem resolution progress to meet SLAs. Certifications such as A+, Net+, and Secure+ are desirable but not required. The candidate must be reliable and have independent transportation.

Requirements

Minimum of 7 years of experience providing desk side support.
Acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
Strong user interaction skills.
Ability to work independently and as part of a team.
Understanding of the MAC OS Imaging process using JAMF preferred but not required.
Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.
Familiarity with Remedy and Service Now a plus.
Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.
Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience.
HDI Technical Support Professional required within six (6) months of employment.
Must be reliable and have independent transportation.

Nice To Haves

Understanding of the MAC OS Imaging process using JAMF
Familiarity with Remedy and Service Now
Certifications desirable but not required include A+, Net+, Secure+.

Responsibilities

Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.
Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
Perform repairs on Apple computer and iOS hardware and software.
Perform IMAC procedures and lifecycle refresh activities.
Provide updates in ITSM system to document problem resolution progress and meet SLAs.
Escalates complex problems to upper-level deskside engineers.
Escalation point for Junior and Mid-level desk side engineers.
Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
Updates status of queued service requests with the IT service management system.