Description
Description
Deskside support Engineer
- Candidates need a minimum of 4 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
- Provides Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
- Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
- Perform repairs on Apple computer and iOS hardware and software.
- Understanding of the MAC OS Imaging process using JAMF preferred but not required.
- Need to be able to work independently and as part of a team.
- Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
- Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
- Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom 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.
- 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
Qualifications
Required Experience and Qualifications:
- Bachelor's Degree preferred
- High School Diploma may be substituted with 6 additional years of related experience.
- HDI Technical Support Professional required within six (6) months of employment. .
- Certifications desirable but not required include A+, Net+, Secure+.
- Must be reliable and have independent transportation.
Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and
the ability to obtain a public trust
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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