Job DescriptionSAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to oversee a team of 4 IMAC technicians and providing Tier 2 remote and desk-side support. This resource acts as the primary liaison working alongside Tier 3 teams to resolve complex, systemic environmental issues.
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.
QualificationsRequired Qualifications:- High School Diploma and 8+ 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.
