Deskside Support Engineer

SAIC•Sacramento, CA

6d•Hybrid

About The Position

Deskside Support Engineer with a minimum of 7 years of experience providing desk side support, acting as an IT Support Specialist specializing in troubleshooting complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 and Tier 3 deskside 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. The engineer will diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software, and perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF is preferred but not required. May be assigned to assist in leading small projects and team efforts. Skills should include hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting. Perform IMAC procedures and lifecycle refresh activities. Familiarity with Remedy and Service Now is a plus; provide 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. 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; a High School Diploma may be substituted with 6 additional years of related experience. HDI Technical Support Professional certification is required within six (6) months of employment. Duties include acting as an 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. Certifications desirable but not required include A+, Net+, Secure+. Must be reliable and have independent transportation. This is a Full Time Position.

Requirements

Minimum of 7 years of experience providing desk side support
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)
HDI Technical Support Professional required within six (6) months of employment
Deployment of customer hardware and software
Problem Resolution
IT support to end users
Customer Service
Exceptional communication skills
Ability to meet aggressive timelines in a very fast-paced environment
Strong customer service skills
Ability 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
Familiarity with MAC 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
Reliable and independent transportation
Must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years
Ability to obtain a public trust clearance

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
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
Provide Remote Tool Support
Conference Room / VTC Setups
Travel to various field sites is required