Print and Deskside Support Lead

Science Applications International Corp.; Arlington (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

Science Applications International Corp. seeks an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment.

The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices. The role requires hands-on leadership, escalation management, and coordination of printer networks and services.

Qualifications

• AA Degree in related discipline or equivalent with 6+ years experience or High School with 8+ years experience and relevant certs.
• 5+ years Tier II/III deskside support in enterprise or federal environments.
• Experience leading or mentoring technical teams.
• Hands-on enterprise print environment administration and troubleshooting.
• Proficiency with Microsoft 365, Active Directory, Azure AD, Windows 10/11.
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune.
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools.
• Strong documentation skills and experience with ServiceNow or similar ITSM.
• Ability to obtain and maintain a Public Trust federal clearance.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I-III incidents.
• Escalate complex hardware, software, and connectivity issues across Windows enterprise environments.
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication and drivers.
• Monitor firmware upgrades and test enterprise print applications.
• Troubleshoot print/scan functionality including scan-to-email and PIV printing.
• Coordinate warranty/maintenance repair with 3rd party vendors.
• Interface with Server/Network/Security teams to resolve printer issues and apply certificates.
• Manage endpoint lifecycle: deployment, imaging, config, hardware refresh, asset disposition.
• Support onboarding/offboarding and MACD requests.
• Maintain ServiceNow knowledge records and drive service improvements.

Skills

Deskside support

Leadership

Documentation

Microsoft 365

Active Directory / Azure AD

Windows 10/11

ITSM / ServiceNow

Endpoint management tools

VPN / VDI

Education

AA degree in related discipline

High School + 8 years experience with certs

Tools

IBM BigFix

Microsoft Intune

ServiceNow

Job description

Description

We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I-III incidents
• Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics
• Experience with enterprise print applications that will be used to monitor, test, and upgrade firmware for network printers.
• Experience troubleshooting a wide range of print/scan functionality including scan-to-email and using PIV authentication to print documents.
• Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
• Interface with technical teams (Server, Network, Security) to help resolve complex printer issues
  Support remediation of security vulnerabilities by applying certificates and upgrading printer firmware
• Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition
• Support user lifecycle activities including onboarding, offboarding, and MACD requests
• Maintain documentation and knowledge records within ServiceNow ITSM
• Participate in stakeholder meetings to drive service improvement initiatives

Qualifications

Required:

• AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification
• 5+ years of Tier II/III deskside support experience in enterprise or federal environments
• Demonstrated experience leading or mentoring technical support teams
• Hands-on experience with enterprise print environment administration and troubleshooting
• Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools
• Strong documentation skills and experience with ServiceNow or similar ITSM platforms
• Ability to obtain and maintain a Public Trust federal clearance

Preferred:

• Experience supporting federal agency IT environments
• Knowledge of NIST security standards and asset disposition procedures
• ITIL Foundation certification or equivalent experience

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