Deskside Support Engineer

SAIC; Washington (District of Columbia); On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking a Deskside Support Engineer in Washington, DC to deliver Tier 2 and 3 end-user support, imaging, deployment, and asset management. The role emphasizes SLA adherence, escalation handling, and strong Windows troubleshooting across a large enterprise environment.

The position requires a minimum of a high school diploma with 7+ years in IT support or supervisory roles, and the ability to obtain a public trust. On-site work is expected with potential for on-site only arrangements.

Qualifications

• High School Diploma plus 7+ years in IT support or help desk management.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
• Experience with AD, MS Office, Google Workspace, Bomgar, VPN, SCCM, VTC and Zoom.
• Strong troubleshooting and diagnostics for hardware, software and network issues.
• Proven leadership and coaching skills to drive team performance.
• Familiarity with ITSM tools and ticketing systems.
• HDI Technical Support Professional certification within 6 months.

Responsibilities

• Provide Tier 2 and Tier 3 deskside end user support, imaging, deployment and asset management.
• Ensure SLAs are met and act as escalation point for complex IT issues.
• Support Windows environments and related peripherals and networks.
• Lead deployment pipelines and manage mass imaging and onboarding activities.
• Collaborate with Tier 3 teams to resolve enterprise laptop/desktop problems.

Skills

Supervisory experience

End user support

Team leadership

HDI certification goal

Education

High School Diploma

Tools

Active Directory

MS Office

Google Workspace for Enterprise

Bomgar

VPN

SCCM

VTC/Zoom

Job description

Minimum Clearance Required None

Job ID 2617424

Location Washington, DC, US

Date Posted 2026-09-30

Category Information Technology

Subcategory Technical Svcs

Schedule Full-Time

Shift Day Job

Travel No

Minimum Clearance Required None

Clearance Level Must Be Able to Obtain Public Trust

Potential for Remote Work ORA_ON_SITE

Description

SAIC is seeking a Deskside Support Engineer to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management. You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

Roles And Responsibilities

• Acts as a Tier 2 and 3 Engineer, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
• Provides desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
• Needs to be able to work independently while leading team efforts and managing deployment pipelines.
• Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.
• Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

Qualifications

Required Qualifications

• High School Diploma and 7+ years of experience in a supervisory role within an IT support or help desk environment required.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed.
• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.
• Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.
• Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.
• Excellent verbal and written communication skills to convey technical concepts to non-technical users.
• HDI Technical Support Professional certification required within six (6) months of employment.

Preferred Qualifications

• Experience troubleshooting Microsoft Windows with the latest Windows OS.
• Installation, configuration, and mass deployment 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, SCCM.
• Experience with conference room/VTC setups.
• Basic familiarity with MAC OS.
• 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.