Deskside support Engineer

SAIC•Salem, OR

11h•Onsite

About The Position

The Deskside Support Engineer will provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, asset management, and Windows 11 support, with strong user interaction skills. This role requires the ability to work independently and as part of a team, diagnosing and troubleshooting complex hardware and software issues for both Windows and Apple (MAC) environments. The engineer will perform repairs on Apple hardware and software, and may assist in leading small projects and team efforts. Responsibilities include IMAC procedures, lifecycle refresh activities, and documenting problem resolution progress in an ITSM system to meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed. This role serves as an escalation point for junior and mid-level engineers, requiring broad IT knowledge including computing, networking, integration, and domain administration. A Public Trust Clearance must be obtainable.

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.
Must be able 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.
Must be able to obtain a Public Trust Clearance.
Deployment of customer hardware and software
Problem Resolution IT support to end users
Customer Service

Nice To Haves

Understanding of the MAC OS Imaging process using JAMF preferred but not required.
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.