Description
SAIC is seeking a Senior Desk Side Engineer to provide advanced Tier 2 and Tier 3 technical support to end users in a fast-paced environment. The role serves as the primary escalation point for junior and mid-level engineers, diagnosing and resolving hardware, software, and platform issues across Windows, macOS, and mobile devices. This position includes assisting with the organization's transition to Google Workspace, managing lifecycle activities, and ensuring exceptional service delivery.
This is an onsite role, covering the 10:00 AM - 7:00 PM shift with core support hours from 7:00 AM to 7:00 PM.
Key Responsibilities
Provide Tier 2 and Tier 3 deskside support for end-user workstations, laptops, macOS devices, and mobile devices (iPhones/iPads).
Diagnose and resolve hardware and software issues, including troubleshooting for Microsoft Windows 10/11 and macOS platforms.
Assist users with the transition to and daily use of Google Workspace (Gmail, Drive, Meet, Chat, Docs, Sheets) and provide training as needed.
Perform installation, deployment, and configuration activities, including IMAC (Install, Move, Add, Change) procedures and lifecycle refresh tasks.
Serve as the escalation point for unresolved technical issues from junior and mid-level engineers, providing mentorship and technical expertise.
Support enterprise applications and tools such as SCCM (for imaging), JAMF (for macOS management), Active Directory, VPN, Bomgar, and Zoom.
Document resolution progress in ServiceNow and ensure compliance with Service-Level Agreements (SLAs).
Consult with users to recommend hardware/software solutions and provide training for basic and specialized applications.
Ensure adherence to timelines in a fast-paced environment, prioritizing customer satisfaction.
Qualifications
Requirements:
Minimum of 4 years of deskside support experience, specializing in Tier 2 and Tier 3 troubleshooting.
Education: A bachelor's degree is preferred. A high school diploma or equivalent may be supplemented with 6 additional years of related experience.
Strong experience troubleshooting Microsoft Windows and macOS platforms.
Familiarity with Google Workspace for Enterprise (e.g., Gmail, Drive, Meet, Docs).
Proficiency in enterprise tools and systems, including Active Directory, SCCM, and JAMF.
Advanced knowledge of diagnosing and repairing Apple hardware (macOS/iOS).
Hands-on experience with remote tools (e.g., Bomgar) and video conferencing platforms (e.g., Zoom).
Ability to work independently while coordinating across multiple teams.
Must maintain exceptional communication, organizational, and multitasking skills.
Preferred:
Certifications: HDI Technical Support Professional (required within 6 months of hire), A+, Network+, Security+, or JAMF certification.
Broad understanding of networking concepts, software integration, and domain administration.
Additional Requirements:
Must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years.Ability to obtain and maintain a public trust clearance.
Must have reliable, independent transportation to support onsite work.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
REQNUMBER: 2610744
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
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