Deskside Support Engineer

Saic; Sacramento (CA); On-site; USD 40,001 - 80,000; Full time

Job summary

Saic is seeking an experienced Deskside Support Engineer in Sacramento, California. The role requires a minimum of 7 years in deskside support, providing both Tier 2 and Tier 3 assistance in a Windows environment, with a strong emphasis on customer service and technical troubleshooting.

Candidates must possess a degree, with specific skills in both hardware and software diagnostics, as well as the ability to work independently or in a team. Knowledge of MAC OS and certifications like A+ and Net+ are desirable.

The position offers a target salary range of $40,001 - $80,000 depending on experience, along with the need for reliable transportation for field site visits.

Qualifications

• Minimum 7 years of deskside support experience.
• Must have HDI Technical Support Professional certification within six months.
• Ability to work independently in a customer environment.

Responsibilities

• Provide Tier 2 and Tier 3 support for end users.
• Diagnose and troubleshoot complex hardware and software issues.
• Escalate complex problems to senior engineers.

Skills

Deskside support

Troubleshooting

Customer service

Hardware diagnostics

Software deployment

Active Directory

MS Office Suite

Google Workspace

VPN

MAC OS

Education

Degree in IT or related field

Tools

JAMF

Remedy

Service Now

Bomgar

SCCM

Zoom

Job description

Description

Deskside support Engineer with a minimum of 7 years of experience providing deskside 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.

Employment Type

Full Time Position.

Qualifications

• Must be able to obtain a Public Trust Clearance
• Deployment of customer hardware and software
• Problem Resolution IT support to end users
• Customer Service

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.

• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows with latest Windows OS
• 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
• 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

Compensation

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