Deskside Support Engineer

SAIC; Washington (District of Columbia); On-site; USD 80,000 - 120,000; Full time

Job summary

SAIC is seeking a Deskside Support Engineer in Washington, DC, to provide senior-level end-user support across Windows and Mac environments. The role emphasizes imaging, deployment, asset management, and strong customer service.

The candidate should be able to work independently and with teams, handling complex issues while meeting SLAs. Required are a degree, US citizenship or green card, and the ability to obtain a public trust clearance.

Qualifications

• Deskside support engineer with 7+ years end-user hardware/software troubleshooting in Windows environments.
• Tier 2/3 deskside and remote end-user support including imaging, deployment and asset management.
• Familiar with ITSM tools (Remedy, ServiceNow) and meeting SLAs.
• Must be a U.S. citizen or green card holder with ability to obtain public trust.

Responsibilities

• Provide deskside support and remote end-user support for hardware and software across Windows and Mac environments.
• Imaging, deployment, asset management, and Windows 11 administration.
• diagnose and troubleshoot complex issues; escalate to senior engineers as needed.
• Update ITSM tickets and document resolution progress; ensure SLA adherence.

Skills

Deployment of hardware & software

Customer service

Problem resolution

IT support

Education

Bachelor's degree

HDI Technical Support Professional (within 6 months)

Tools

Remedy

ServiceNow

SCCM

Bomgar

VPN

Active Directory

Google Workspace

Office 365

JAMF / Mac imaging

VTC / Zoom

Job description

Minimum Clearance Required None

Job ID 2615538

Location Washington, DC, US

Date Posted 2026-08-21

Category Information Technology

Subcategory Technical Svcs

Schedule Full-Time

Shift Day Job

Travel Yes - 10% of the time

Minimum Clearance Required None

Clearance Level Must Be Able to Obtain Public Trust

Potential for Remote Work ORA_ON_SITE

Description Deskside support Engineer with a minimum of 7 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. Provides Tier 2 deskside and remote 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. Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting. 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, Google Workspace for Enterprise, 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. Must possess a Degree. High School Diploma may be substituted with 6 additional years of related experience. Duties 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.

Qualifications 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

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

Job Role Specific Requirements

Bachelors and two (2) years or more experience; Masters and 0 years related experience

7 Years Of Relevant Experience Strongly Preferred

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.

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

Typical Education And Experience Target salary range $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.