Deskside Engineer - Senior
Location
Cambridge, MA | United States
Job description
Description
SAIC is seeking a Deskside support Engineer with a minimum of 4 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
Providing Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong 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. Perform IMAC procedures and lifecycle refresh activities.
- Familiarity with ServiceNow 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.
- 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.
- 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.
- Updates status of queued service requests with the IT service management system.
- Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.
- Must be reliable and have independent transportation.
Top Qualifications, Skills, Experience or Certifications:
- Deployment of customer hardware and software
- Troubleshooting IT issues
- Problem Resolution IT support to end users
Job Role Specific Requirements:
- The support will range from simple to complex system issues and may include VIP support requirements.
- The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.
- Must have strong customer service skills and be able to multitask between hardware and software solutions.
- We are looking for exceptional organization skills, scheduling, and the ability to document processes.
- Strong skills with imaging machines and troubleshooting during the image process are a plus.
- Customer service and communication skills
- Remote and Deskside Experience troubleshooting hardware and software issues
- Troubleshooting Microsoft Windows
- Installation and configuration of new machines in a Windows environment.
- Smart cards / PIV cards (general knowledge)
- Experience with Office 365, VPN, Active Directory, Thin Client
- Provide Remote Tool Support
- Conference Room / VTC Setups
- HDI Desktop Tech
Qualifications
E xperience:
- Must have a minimum of 4 years of experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software.
- Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
- Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience.
- HDI Technical Support Professional required within six (6) months of employment.
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
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.
Job tags
Salary
