IT Support Specialist Senior

SAIC; Vancouver; On-site; CAD 54,000 - 109,000; Full time

Job summary

A technology solutions provider is seeking a Deskside Support Engineer for an onsite role in Vancouver. The ideal candidate will have a minimum of 7 years of experience in deskside support, proficient in troubleshooting hardware and software in both Windows and Apple environments. Strong communication and customer service skills are essential, along with the ability to multitask and meet tight deadlines. Candidates must possess a degree or equivalent experience and have reliable transportation. The salary range is $40,001 - $80,000 based on experience.

Qualifications

• Minimum of 7 years experience in deskside support.
• Must be fluent in multiple IT disciplines including computing and networking.
• HDI Technical Support Professional required within 6 months of employment.

Responsibilities

• Provide Tier 2 and Tier 3 deskside support in a diverse MS Windows environment.
• Diagnose and troubleshoot Apple (MAC) hardware and software.
• Escalate complex issues to upper-level deskside engineers.
• Support from simple to complex system issues including VIP support.

Skills

Deskside support

Troubleshooting

Customer service

Multitasking

Organization

Technical support

Education

Degree

High School Diploma with 6 years experience (substitute)

Tools

Remedy

Service Now

Active Directory

MS Office Suite

Google Workspace for Enterprise

Bomgar

SCCM

Zoom

JAMF

Job description

Description

SAIC is seeking a 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.

THIS IS AN ONSITE ROLE IN VANCOUVER, WA

• 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.
• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows with latest Windows OS posess familiarity with MAC OS
• Installation and configuration of new machines in a Windows environment.
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client
• Provide Remote Tool Support
• Conference Room / VTC Setups
• Travel to various field sites is required, and reliable and independent transportation will be needed.
• Escalation point for Junior and Mid-level desk side engineers. 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.

Qualifications

• Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience.
• 7 years of Technical, deskside support
• HDI Technical Support Professional required within six (6) months of employment.
• Certifications desirable but not required include A+, Net+, Secure+.
• Must be reliable and have independent transportation.
• 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.