Deskside Engineer

3 days ago

Ashburn VA United States Saic Full time

Description

SAIC is seeking a Deskside Support Engineer with a minimum of 4 years of experience providing desk side support, acting as a senior engineer specializing in troubleshooting complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.

Providing Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills. 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 ServiceNow 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.
  • 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.
  • 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.
  • Updates status of queued service requests with the IT service management system.
  • Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.
  • Must be reliable and have independent transportation.

Top Qualifications, Skills, Experience or Certifications:

  • Deployment of customer hardware and software.
  • Troubleshooting IT issues.
  • Problem Resolution IT support to end users.

Job Role Specific Requirements:

  • The support will range from simple to complex system issues and may include VIP support requirements.
  • The successful candidate will possess exceptional communication skills and the ability to meet aggressive timelines in a very fast-paced environment.
  • Must have strong customer service skills and be able to multitask between hardware and software solutions.
  • We are looking for exceptional organization skills, scheduling, and the ability to document processes.
  • Strong skills with imaging machines and troubleshooting during the image process are a plus.
  • Customer service and communication skills.
  • Remote and Deskside Experience troubleshooting hardware and software issues.
  • Troubleshooting Microsoft Windows.
  • Installation and configuration of new machines in a Windows environment.
  • Smart cards / PIV cards (general knowledge).
  • Experience with Office 365, VPN, Active Directory, Thin Client.
  • Provide Remote Tool Support.
  • Conference Room / VTC Setups.
  • HDI Desktop Tech.

Qualifications

  • Must have a minimum of four (4) years of experience providing desk side support, specializing in troubleshooting complex and advanced end-user issues with hardware and software.
  • Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
  • Must possess a High School Diploma. Degree may be substituted with six (6) additional years of related experience.
  • HDI Technical Support Professional required within six (6) months of employment.

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.

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