Description
Description
SAIC is seeking a Deskside Engineer to support our government customer. 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.
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.
Job Description:
- Provide technical support for workstations/Laptops/tables, printers, mobile devices, and office infrastructure
- Available to be on site as essential personnel and work around academic calendar and support cycles
- Support client network connectivity through wireless, wired, guest, DMZ and mobile networks with NAC policies
- Provide support for faculty/Staff and Student's with software applications, backup, anti-virus, including Academic, educational suite of software including engineering and simulation programs
- Work with Active Directory for user and computers management for GPO, MFA, Password management
- Ability to diagnose hardware/software/network problems and escalate to higher tier with proper troubleshooting and notes
- The candidate should have an eye for detail, ability to multi-task, organize priorities, and work in a systematic style following Standard Operating Procedures (SOPs) and guides
- Provide world-class customer service and technical support via phone, in-person and or other communication mediums
- Basic understanding of networking protocols – ICMP, DNS, WINS, DHCP, VPN, TCP/IP
- Experience with imaging, backup, anti-virus, anti-spam, and spyware technologies
- Desire to keep up-to-date with changing and emerging technologies
- Superior organizational skills with a strong attention to detail
- Perform other duties as assigned by manager
Qualifications
REQUIREMENTS
- A degree in an IT related field and at least 4 years of experience in field support/deskside, acting as specializing in Troubleshooting complex and advanced end-user issues with hardware and software.
- High School level with an additional 6 years of experience may be considered in lieu of degree.
- Must have broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
- HDI Technical Support Professional required within six (6) months of employment.
- Minimum A+ Certification- Preferred certifications Security+, Net+, MCSA
- Attention to Detail – able to efficiently process individual tasks quickly and accurately.
- Integrity – ability to be honest and maintain strong moral principles.
- Procedure Development – ability to develop, maintain and drive standardized processes, procedures and work flows through the organization.
- Attitude - driven to constantly learn and adapt to new technologies and solutions.
- Interpersonal Skills - be a master of all interactions and communication with co-workers, vendors, faculty/Staff and Students.
- Candidate must be a U.S. citizen or green card holder 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.
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