Deskside Engineer Senior (Wireless Lead)

Job Description

Description

Responsible for providing desk side support to end users for complex issues regarding response and resolution.  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

• Must be able to manager a team of technicians including workload and performance.
• The lead will be expected to manage schedules and coverage for the team.
• Ability to act independently in a customer environment, troubleshoot issues across teams to facilitate collaboration. 
• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
• Oversee the ticket queues to ensure adherence to proper ticket management t processes, ensure tickets are detailed appropriately and dispositioned in a timely manner.

Tier 2 & Tier 3 Deskside Senior Level Support:

• Lead junior, mid, and senior level techs as needed, provide expertise to help solve difficult problems
• Refresh of XRs to 14 iPhones
• New on-boarding people who get phones
• People who off-board – getting them back.
• Ensuring the client gets the daily status report
• Documentation
• Training

Qualifications

Required Education and Experience:

• Deskside support Engineer with a minimum of 4 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse environment. 
• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, with strong user interaction skills. 
• Need to be able to work independently and as part of a team. 
• Proficiency in Intune a must. 
• 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. May be assigned to assist in leading small projects and team efforts.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities. 
• Must have experience training junior team members and be able to keep process documentation created and updated as required. 
• Provide daily reporting on ticket and project process as required for an executive level audience. 

• Must possess an Associate’s or Bachelor’s degree.
• High School Diploma may be substituted with 6 additional years of related experience.
• Must be reliable and have independent transportation. This role is an in per role five days per week at Department of Transportation headquarters in Washington DC.
• Support hours are 7am-7pm. This shift could be 10am-7pm or 7am-4pm

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

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.

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. 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.