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Job Description
Company:
SAIC Location:
Kings Point, NY Career Level:
Mid-Senior Level Industries:
Technology, Software, IT, Electronics Description Description SAIC is seeking a Deskside Engineer to support our government customer. The role reports to the Helpdesk Manager and serves as a key member of the End User Support team. The ideal candidate has a minimum of 4 years of deskside/field support experience, acting as a senior engineer specializing in troubleshooting complex end-user issues involving hardware, software, network, collaboration technologies, identity/access management, and printer management in a diverse Microsoft Windows environment This position is full-time On-Site with rotating weekend, and 2ndshift support located in Kings Point, NY at the United States Merchant Marine Academy. Provide technical support for workstations, laptops, tablets, mobile devices, printers, and office infrastructure. Deliver Tier 2 deskside support including imaging, deployment, asset management, and lifecycle refresh (IMAC) activities. Document all work and manage service requests, incidents, changes, and workflows using Jira ITSM, including ticket creation, updates, resolution, and SLA compliance Manage printer fleet including installation, configuration, troubleshooting, driver deployment, print server support, and ongoing maintenance. Support collaboration and conferencing technologies, including Microsoft Teams, Zoom, Google Meet, Polycom systems, and ScreenBeam wireless presentation solutions. Provide support for PIV cards, smart card readers, and multi-factor authentication (MFA) solutions such as Microsoft Authenticator and login.gov. Support faculty, staff, and students with software applications, backups, anti-virus, and academic/engineering/simulation programs. Troubleshoot and resolve complex hardware, software, network, audiovisual, and identity/access issues; escalate, when necessary, with clear documentation. Manage user and computer objects via Active Directory / Entra ID (GPOs, MFA, password management). Support client network connectivity (wired, wireless, guest, DMZ, mobile) including NAC policies. Provide excellent customer service via phone, in-person, and remote tools. Document all work and update service requests in the ITSM system to ensure SLA compliance. Act independently in a customer-facing environment while coordinating with other engineering teams as needed. Perform other duties as assigned by management. Qualifications
REQUIRED
Minimum 4 years of deskside/field support experience. High School Diploma required. Bachelor's degree preferred (or 6 additional years of relevant experience in lieu of degree). HDI Technical Support Professional certification required within six (6) months of employment. Minimum A+ Certification (Security+, Network+, or MCSA preferred).
Strong knowledge of:
Windows 11 environment Active Directory / Entra ID and identity management PIV cards, smart card readers, and MFA solutions (Microsoft Authenticator, login.gov, etc.) Microsoft Office Suite & Google Workspace (including Teams and Google Meet) Jira ITSM (Jira Service Management) for incident management, service requests, workflows, knowledge base, and SLA tracking. SCCM, VPN, Bomgar, Zoom, VTC, Polycom, and ScreenBeam Printer management (fleet support, print servers, troubleshooting, and deployment) Hardware diagnostics, mobile device support, imaging, and recovery Basic networking (TCP/IP, DNS, DHCP, VPN, etc.) Excellent customer service, communication, and interpersonal skills. Strong attention to detail, ability to multi-task, prioritize, and follow SOPs. Reliable with independent transportation. Desired Certifications (not required): ITIL v4, Security+, Network+ Candidate must be a U.S. citizen or green card holder with 3 years residency and the ability to obtain a public trust. Additional Requirements Available to work as essential personnel around the academic calendar and support cycles. Desire to stay current with emerging technologies, especially collaboration tools, secure authentication solutions, and printer technologies.
Target salary range:
$40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
