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.

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 who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.

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