Print and Deskside Support Lead

SAIC • Arlington, VA

1d

About The Position

We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The role calls for strong hands-on technical skills, team leadership, and a customer-first mindset aligned with ITIL best practices.

The Lead coordinates deskside support work and escalations, troubleshoots complex enterprise hardware, software, and connectivity issues, and administers printer, scanner, and copier systems. The position also supports endpoint and user lifecycles, security remediation, vendor repairs, and service improvement efforts, while maintaining documentation in ServiceNow ITSM.

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 network printer firmware.
• Troubleshoot print and scan functionality, including scan-to-email and printing documents using PIV authentication.
• Dispatch and coordinate warranty and maintenance repairs with third-party vendors.
• Interface with Server, Network, and Security teams to help 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 within ServiceNow ITSM.
• Participate in stakeholder meetings to drive service improvement initiatives.

What This Job Offers

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