Deskside support Engineer at SAIC

Salem, Oregon, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Deskside Support, Windows 11, MacOS Troubleshooting, iOS Support, Active Directory, MS Office Suite, Google Workspace, SCCM, JAMF, ITSM, Asset Management, Hardware Diagnostics, VPN, VTC, Customer Service, Imaging and Deployment

Industry

Defense and Space Manufacturing

Description

Deskside support Engineer with a minimum of 7 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 MS Windows environment. Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills. Need to be able to work independently and as part of a team. 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. 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, Google Workspace for Enterprise, 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 fluent in multiple IT disciplines such as computing, networking, integration, and domain administration. Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment. Duties: 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. Certifications desirable but not required include A+, Net+, Secure+. Must be reliable and have independent transportation. Top Qualifications, Skills, Experience or Certifications: 1. Must be able to obtain a Public Trust Clearanc. 2. Deployment of customer hardware and software 3. Problem Resolution IT support to end users 4. Customer Service SAIC® [http://www.saic.com/] is a premier mission 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, intelligence, and civilian 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 23,000 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 $7.3 billion. For more information, visit saic.com [http://www.saic.com/]. For ongoing news, please visit our newsroom [http://www.saic.com/who-we-are/newsroom/].

Responsibilities

Provide Tier 2 and Tier 3 deskside support for hardware and software issues in a diverse Windows and Apple environment. Manage imaging, deployment, and lifecycle refresh activities while documenting resolutions in ITSM systems.