Description
Description
Responsible for providing desk side support to end users for complex issues regarding response and resolution. 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.
- Escalation point for Junior and Mid-level desk side engineers.
- Must be able to manager a team of technicians including workload and performance.
- The lead will be expected to manage schedules and coverage for the team.
- Ability to act independently in a customer environment, troubleshoot issues across teams to facilitate collaboration.
- Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
- Oversee the ticket queues to ensure adherence to proper ticket management processes, ensure tickets are detailed appropriately and dispositioned in a timely manner.
Qualifications
Required Education and Experience:
- Deskside support Engineer with a minimum of 4 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 10 and 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, 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. Provide daily reporting on ticket and project process as required for an executive level audience.
- Must possess an associate or bachelor's degree. High School Diploma may be substituted with 6 additional years of related experience
- Must be reliable and have independent transportation. This role is an in per role five days per week at Department of Transportation headquarters in Washington DC.
Support hours are 7am-7pm. This shift could be 10am-7pm or 7am-4pm
Top Qualifications, Skills, Experience or Certifications:
- Diagnostic Skills
- Leadership Experience
- Customer Interface
- ITILv4 Certification (ITILv3 considered with experience)
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.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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