Job Description

Description

Deskside support Engineer with a minimum of 3 years of experience providing desk side support, acting as mid-level engineer specializing in troubleshooting of complex 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 good 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, and 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 conversant in multiple IT disciplines such as computing, networking, integration and domain administration.  Possession of a Degree desirable. High School Diploma may be substituted with 5 additional years of related experience.  Duties:  Escalation point for Junior 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 engineers.  Updates status of queued service requests with the IT service management system. Certifications desirable but not required include A+, Net+, Secure+.  Must be reliable and have independent transportation. 

Qualifications

Qualifications and Education Requirements

Must possess a High School Diploma.   Degree may be substituted with 2 additional years of related experience.

Skills Preferred:

Familiarity with Service Now

Familiarity with BMC Remedy

Technical Writing

Ability to work in a fast-paced environment

BMC Remedy/ServiceNow Asset and Incident Module (user-based knowledge)

Bomgar

MAC Troubleshooting 

Outage Awareness/Management experience

Additional Notes

Successful candidate will be in an ON-CALL Rotation for nights and weekends. Must be flexible to work rotating shifts, see the shift times below:

• 7 AM – 4 PM
• 8 AM - 5 PM
• 9 AM - 6 PM
• 10 PM - 7 PM
• Noon - 9 PM

Certifications Preferred:

• HDI Desktop Tech
• ITIL V4

   Note: Candidate must meet an IDIQ requirement to be a US Citizen 

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.