Print and Deskside Support Lead

SAIC • Arlington, VA

2d

About The Position

SAIC is seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The role combines hands-on technical support with team leadership and a customer-first approach aligned with ITIL best practices. The lead supports Windows 10/11 enterprise environments, enterprise printing and scanning systems, endpoint and user lifecycles, and service improvement efforts.

Requirements

• Associate degree in a related discipline and six or more years of related experience, or high school education and eight years of related experience with a relevant certification.
• At least five years of Tier II/III deskside support experience in enterprise or federal environments.
• Demonstrated experience leading or mentoring technical support teams.
• Hands-on experience administering and troubleshooting enterprise print environments.
• Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11.
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune.
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools.
• Strong documentation skills and experience with ServiceNow or similar ITSM platforms.
• Ability to obtain and maintain a Public Trust federal clearance.

Nice To Haves

• Experience supporting federal agency IT environments.
• Knowledge of NIST security standards and asset disposition procedures.
• ITIL Foundation certification or equivalent experience.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents.
• Serve as the primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments.
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics.
• Use enterprise print applications to monitor, test, and upgrade firmware for network printers.
• Troubleshoot print and scan functionality, including scan-to-email and printing documents with PIV authentication.
• Dispatch and coordinate warranty and maintenance repairs with third-party vendors.
• Work with Server, Network, and Security teams to resolve complex printer issues.
• Support security vulnerability remediation by applying certificates and upgrading printer firmware.
• Manage endpoint lifecycle activities, including deployment, imaging, configuration, hardware refresh, and asset disposition.
• Support user lifecycle activities, including onboarding, offboarding, and MACD requests.
• Maintain documentation and knowledge records in ServiceNow ITSM.
• Participate in stakeholder meetings to drive service improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree