Deskside Support Engineer

SAIC • Oklahoma City, OK

15h • Onsite

About The Position

SAIC is seeking a Deskside Support Engineer to provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, and asset management. The role ensures adherence to service-level agreements and serves as a point of escalation for advanced IT troubleshooting involving computer hardware, software, network connectivity, system and application access, and telecommunications systems. The position supports a diverse Microsoft Windows environment and involves substantial user interaction, independent work, and leadership of team efforts and deployment pipelines. The job is on-site in Oklahoma City, Oklahoma, with a day schedule and no travel.

Requirements

• High school diploma.
• At least 7 years of experience in a supervisory role within an IT support or help desk environment.
• Ability to obtain and maintain a public trust; U.S. citizenship or Green Card is required.
• Candidate must be a U.S. citizen or Green Card holder and have resided in the U.S. for at least 3 years.
• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom.
• Proficiency in advanced hardware, software, and network troubleshooting and diagnostics.
• Strong leadership and coaching skills, with the ability to motivate team members toward high performance.
• Experience with database tools, ticketing systems, and IT service management tools for tracking and resolving technical issues.
• Excellent verbal and written communication skills to explain technical concepts to non-technical users.
• HDI Technical Support Professional certification required within six months of employment.

Nice To Haves

• Experience troubleshooting Microsoft Windows, including the latest Windows operating systems.
• Experience installing, configuring, and mass-deploying machines in a Windows environment.
• General knowledge of smart cards and PIV cards.
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, thin clients, and SCCM.
• Experience with conference room and VTC setups.
• Basic familiarity with macOS.

Responsibilities

• Provide Tier 2 and Tier 3 deskside end-user support, including advanced troubleshooting of hardware, software, network connectivity, system and application access, and telecommunications systems.
• Manage mass imaging pipelines and high-volume device preparation for onboarding and refresh activities.
• Support equipment moves and troubleshoot end-user laptops and desktops in a diverse Microsoft Windows environment.
• Perform and oversee IMAC procedures and enterprise lifecycle refresh activities.
• Manage asset tracking and deployment processes and ensure service-level agreement adherence.
• Collaborate with Tier 3 teams to troubleshoot complex environmental issues affecting enterprise laptops and desktops.
• Lead team efforts and manage deployment pipelines while working independently.
• Provide strong, user-focused support, including Windows 11 troubleshooting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED