Deskside Support Engineer

SAIC•Washington, DC

22h•Onsite

About The Position

Deskside Support Engineer with a minimum of 7 years of experience providing desk side support, acting as a senior engineer specializing in troubleshooting complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 deskside and remote end-user support including imaging, deployment, asset management, and Windows 11 with strong user interaction skills. The role requires the ability to work independently and as part of a team. Skills should include hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting. Familiarity with ServiceNow is a plus for providing updates in the ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed. A broad base of support and diagnostic knowledge, fluency in multiple IT disciplines such as computing, networking, integration, and domain administration is essential. A degree is required, though a High School Diploma may be substituted with 6 additional years of related experience. The role involves acting independently in a customer environment and engaging engineers from multiple teams to troubleshoot issues. Updates on the status of queued service requests in the IT service management system are required. Certifications desirable but not required include A+, Net+, Secure+, and ITIL V4. The candidate must be reliable and have independent transportation. 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 the ability to meet aggressive timelines in a very fast-paced environment. Strong customer service skills and the ability to multitask between hardware and software solutions are necessary. Exceptional organization skills, scheduling, and the ability to document processes are sought. Travel to various field sites is required, and reliable and independent transportation will be needed. The candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and be able to obtain a public trust clearance.

Requirements

Minimum of 7 years of experience providing desk side support.
Acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.
Need to be able to work independently and as part of a team.
Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.
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.
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.
Must be reliable and have independent transportation.
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.
Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.
Escalates complex problems to upper-level deskside engineers.
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.
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.
Must be able to obtain a Public Trust Clearance.
Deployment of customer hardware and software.
Problem Resolution.
IT support to end users.
Customer Service.
Bachelors and two (2) years or more experience; Masters and 0 years related experience.
7 years of relevant experience strongly preferred.
Exceptional communication skills.
Ability to meet aggressive timelines in a very fast-paced environment.
Strong customer service skills.
Able to multitask between hardware and software solutions.
Exceptional organization skills, scheduling, and the ability to document processes.
Remote and Deskside Experience troubleshooting hardware and software issues.
Troubleshooting Microsoft Windows with latest Windows OS.
Installation and configuration of new machines in a Windows environment.
Smart cards / PIV cards (general knowledge).
Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client.
Provide Remote Tool Support.
Conference Room / VTC Setups.
Travel to various field sites is required.
Reliable and independent transportation will be needed.
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.

Nice To Haves

Familiarity with ServiceNow a plus.
Understanding of the MAC OS Imaging process using JAMF preferred but not required.
Familiarity with Remedy and Service Now a plus.
Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.
Familiarity with MAC OS.

Responsibilities

Provides Tier 2 deskside and remote end-user support including imaging, deployment, asset management, Windows 11.
Troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
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.
Updates status of queued service requests with the IT service management system.
Deployment of customer hardware and software.
Problem Resolution.
IT support to end users.
Provide Remote Tool Support.
Conference Room / VTC Setups.