Print and Deskside Support Lead

SAIC; Arlington (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

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

You will mentor deskside technicians, coordinate ticket triage, and serve as the primary escalation point for complex hardware, software, and printer issues across Windows 10/11 environments.

Qualifications

• AA Degree or higher or equivalent experience and certifications.
• 5+ years of Tier II/III deskside support experience in enterprise or federal environments.
• Demonstrated experience leading or mentoring technical support teams.
• Hands-on 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.

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 to monitor, test, and upgrade firmware for network printers
• Troubleshoot a wide range of print/scan functionality including scan-to-email and using PIV authentication to print
• Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
• Interface with Server, Network, Security teams to resolve complex printer issues; support remediation of security vulnerabilities by applying certificates and upgrading 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

Skills

Deskside support

Team leadership

ITIL practices

Windows 10/11

Microsoft 365

Education

AA Degree or higher

High School + related cert

Tools

ServiceNow ITSM

Active Directory

Azure AD

Intune

VPN/Citrix

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 issuesSupport 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.

REQNUMBER: 2618778

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high‑end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. Our 23,000 strong team is driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability