Deskside Support Engineer
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 (SLAs) and serves as a key escalation point for advanced IT troubleshooting involving computer hardware, software, network connectivity, system and application access, and telecommunications systems. The engineer specializes in mass imaging pipelines, high-volume onboarding preparation, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse Microsoft Windows environment. The role requires strong user interaction, independent work, team leadership, and management of deployment pipelines. The engineer performs and oversees IMAC procedures and enterprise lifecycle refresh activities, manages mass imaging and device preparation, and collaborates with Tier 3 teams on complex environmental issues affecting enterprise laptops and desktops.
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 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 inspire team members to achieve 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 for conveying technical concepts to non-technical users.
- HDI Technical Support Professional certification required within six months of employment.
Nice To Haves
- Experience troubleshooting Microsoft Windows with the latest Windows operating system.
- Experience installing, configuring, and mass-deploying new 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 Client, and SCCM.
- Experience with conference room and VTC setups.
- Basic familiarity with Mac OS.
Responsibilities
- Provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, and asset management.
- Ensure adherence to service-level agreements and act as an escalation point for advanced IT troubleshooting.
- Troubleshoot computer hardware, software, network connectivity, system and application access, and telecommunications systems.
- Manage mass imaging pipelines, high-volume onboarding preparations, equipment moves, and deployment pipelines.
- Provide support for laptops and desktops in a diverse Microsoft Windows environment, including Windows 11 troubleshooting.
- Work independently while leading team efforts and supporting high-volume deployment activities.
- Perform and oversee IMAC procedures and enterprise lifecycle refresh activities.
- Prepare devices for onboarding and refreshes through high-volume mass imaging processes.
- Collaborate with Tier 3 teams to troubleshoot complex environmental issues affecting enterprise laptops and desktops.
- Coach team members and support high performance.
- Track and resolve technical issues using database, ticketing, and IT service management tools.
- Communicate technical concepts to non-technical users.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
