Deskside Engineer - Mid

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. 
• Excellent customer service and communication skills.
• Remote and Deskside experience with hardware and software Issues.
• 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 conversant in multiple IT disciplines such as computing, networking, integration and domain administration. 

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.

Qualifications

Qualifications and Education Requirements:

• Bachelor's Degree. High School Diploma may be substituted with 5 additional years of related experience. 
• Certifications desirable but not required include A+, Net+, Secure+. 
• Must be reliable and have independent transportation. 
• HDI Technical Support Professional required within six (6) months of employment.

Skills Preferred:

• Familiarity with Service Now.
• Familiarity with BMC Remedy.
• Technical Writing.
• Ability to work in a fast-paced environment.
• Experience with Office 365, VPN, Active Directory, Thin Client.
• BMC Remedy/ServiceNow Asset and Incident Module (user-based knowledge)
• Provide Remote Tool Support Bomgar.
• Conference Room / VTC Setups.
• Smart cards / PIV cards (general knowledge)
• 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

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

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 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.