Deskside Support Lead

Description

SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management.

You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

Roles and Responsibilities:

• Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.

• Lead and coordinate a team of 4 IMAC technicians.

• Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.

• Needs to be able to work independently while leading team efforts and managing deployment pipelines.

• Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.

• Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.

• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

Qualifications

Required Qualifications:

• High School Diploma and 7+ years of experience in a supervisory role within an IT support or help desk environment required.

• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.

• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed.

• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.

• Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.

• Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.

• Excellent verbal and written communication skills to convey technical concepts to non-technical users.

• HDI Technical Support Professional certification required within six (6) months of employment.

Preferred Qualifications:

• Experience troubleshooting Microsoft Windows with the latest Windows OS.

• Installation, configuration, and mass deployment of new machines in a Windows environment.

• Smart cards/PIV cards (general knowledge).

• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, SCCM.

• Experience with conference room/VTC setups.

• Basic familiarity with MAC OS.

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: 2617927

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. We are a team of 23,000 strong 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