Deskside Support Lead
About The Position
SAIC is seeking a Deskside Support Lead to provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, and asset management. The lead 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. This senior technical lead manages mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse Microsoft Windows environment. The role leads and coordinates a team of four IMAC technicians, manages deployment pipelines, and performs and oversees IMAC procedures and enterprise lifecycle refresh activities. The lead also collaborates with Tier 3 teams to resolve complex environmental issues affecting enterprise laptops and desktops.
Requirements
- High school diploma.
- Seven or more 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 a Green Card is required.
- Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom.
- Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.
- 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 (ITSM) tools for tracking and resolving technical issues.
- Excellent verbal and written communication skills to convey 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 OS.
- Experience installing, configuring, and mass deploying new machines in a Windows environment.
- General knowledge of smart cards/PIV cards.
- Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, and SCCM.
- Experience with conference room/VTC setups.
- Basic familiarity with MAC OS.
Responsibilities
- Provide Tier 2 and Tier 3 deskside end-user support, with emphasis on imaging, deployment, asset management, and Windows 11 troubleshooting.
- Ensure adherence to service-level agreements and act as an escalation point for advanced IT troubleshooting.
- Lead and coordinate a team of four IMAC technicians; provide leadership and coaching.
- Manage mass imaging processes, deployment pipelines, and device preparation for high-volume onboardings and refreshes.
- Perform and oversee IMAC procedures, equipment moves, and enterprise lifecycle refresh activities.
- Troubleshoot end-user laptops and desktops, including hardware, software, network connectivity, system and application access, and telecommunications issues.
- Collaborate with Tier 3 teams to troubleshoot complex environmental issues affecting enterprise laptops and desktops.
- Track and resolve technical issues using database tools, ticketing systems, 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
