Deskside Engineer

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.