Desk Side Engineer - Senior (IMAC Lead)

$40,001 - $40,001/Yr

SAIC - Washington, DC

Full-time - Mid Level

Onsite - Washington, DC

Professional, Scientific, and Technical Services

About the position

The Desk Side Engineer - Senior (IMAC Lead) is responsible for providing advanced desk side support to end users, acting as an escalation point for junior and mid-level engineers. This role involves troubleshooting complex issues, managing a team of technicians, and ensuring effective ticket management processes. The position requires strong technical skills in both Windows and Apple environments, along with the ability to work independently and collaboratively in a customer-focused setting.

Responsibilities

• Provide desk side support for complex end-user issues.
• Act as an escalation point for junior and mid-level desk side engineers.
• Manage a team of technicians, including workload and performance oversight.
• Troubleshoot complex issues that junior and mid-level engineers cannot resolve.
• Update the status of service requests in the IT service management system.
• Oversee ticket queues to ensure proper management processes are followed.
• Facilitate collaboration across teams to troubleshoot issues effectively.
• Perform IMAC procedures and lifecycle refresh activities.

Requirements

• Minimum of 4 years of experience in desk side support as an IT Support Specialist.
• Experience with Tier 2 and Tier 3 desk side end user support, including imaging and deployment.
• Strong user interaction skills in a diverse MS Windows environment.
• Ability to diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
• Familiarity with MAC OS Imaging process using JAMF preferred.
• Experience with Remedy and Service Now for ITSM documentation.
• Support experience with Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, and Zoom.
• Must possess an associate or bachelor's degree, or a high school diploma with 6 additional years of related experience.

Nice-to-haves

• ITILv4 Certification (ITILv3 considered with experience).
• Experience leading small projects and team efforts.

Benefits

• Competitive salary range of $40,001 - $80,000 based on experience.
• Ongoing application acceptance with no deadline.
• Flexible support hours between 7am-7pm.