Deskside Support Engineer

SAIC • Washington, DC

18h

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, 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. Familiarity with ServiceNow a plus; provide updates in 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, 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. Duties: 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. Updates status of queued service requests with the IT service management system. Certifications desirable but not required include A+, Net+, Secure+, ITIL V4. Must be reliable and have independent transportation.

Requirements

• Minimum of 7 years of experience providing desk side support
• Experience as a senior engineer 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
• 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
• Broad base of support and diagnostic knowledge
• 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)
• Must be reliable
• Must have independent transportation

Nice To Haves

• Familiarity with ServiceNow
• Certifications desirable but not required include A+, Net+, Secure+, ITIL V4

Responsibilities

• Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11
• Troubleshoots complex and advanced end-user issues with hardware and software in a diverse MS Windows environment
• Provides updates in ITSM system to document problem resolution progress and meet SLAs
• Ability to act independently in a customer environment
• Ability to engage engineers from multiple teams to troubleshoot issues
• Troubleshoots complex issues
• Updates status of queued service requests with the IT service management system

What This Job Offers

• Job Type: Full-time
• Career Level: Senior