Deskside Support Engineer

SAIC • Sacramento, CA

3d • Onsite

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. Needs to be able to work independently and as part of a team. Diagnoses and troubleshoots Apple (MAC) computer and iOS hardware and software. Performs 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. Performs IMAC procedures and lifecycle refresh activities. Familiarity with Remedy and Service Now is a plus; provides 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 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. High School Diploma may be substituted with 6 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment.

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
• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills
• Able to work independently and as part of a team
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software
• Perform repairs on Apple computer and iOS hardware and software
• Hardware and software diagnostics
• Mobile device deployment, recovery and troubleshooting
• Perform IMAC procedures and lifecycle refresh activities
• 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
• Escalates complex problems to upper-level deskside engineers
• 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
• Must be reliable and have independent transportation

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

• 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.

What This Job Offers

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