Deskside Engineer

** Description*
* SAIC is seeking a Deskside Engineer to support our government customer. The role reports to the Helpdesk Manager and serves as a key member of the End User Support team.

The ideal candidate has a minimum of 4 years of deskside/field support experience, acting as a senior engineer specializing in troubleshooting complex end-user issues involving hardware, software, network, collaboration technologies, identity/access management, and printer management in a diverse Microsoft Windows environment

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.

+ Provide technical support for workstations, laptops, tablets, mobile devices, printers, and office infrastructure.

+ Deliver Tier 2 deskside support including imaging, deployment, asset management, and lifecycle refresh (IMAC) activities.

+ Document all work and manage service requests, incidents, changes, and workflows using Jira ITSM, including ticket creation, updates, resolution, and SLA compliance

+ Manage printer fleet including installation, configuration, troubleshooting, driver deployment, print server support, and ongoing maintenance.

+ Support collaboration and conferencing technologies, including Microsoft Teams, Zoom, Google Meet, Polycom systems, and Screen Beam wireless presentation solutions.

+ Provide support for PIV cards, smart card readers, and multi-factor authentication (MFA) solutions such as Microsoft Authenticator and login.gov.

+ Support faculty, staff, and students with software applications, backups, anti-virus, and academic/engineering/simulation programs.

+ Troubleshoot and resolve complex hardware, software, network, audiovisual, and identity/access issues; escalate, when necessary, with clear documentation.

+ Manage user and computer objects via Active Directory / Entra  (GPOs, MFA, password management).

+ Support client network connectivity (wired, wireless, guest, DMZ, mobile) including NAC policies.

+ Provide excellent customer service via phone, in-person, and remote tools.

+ Document all work and update service requests in the ITSM system to ensure SLA compliance.

+ Act independently in a customer-facing environment while coordinating with other engineering teams as needed.

+ Perform other duties as assigned by management.

** Qualifications*
* *
* REQUIRED:

*
* + Minimum 4 years of deskside/field support experience.

+ High School Diploma required. Bachelor's degree preferred (or 6 additional years of relevant experience in lieu of degree).

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

+ Minimum A+ Certification (Security+, Network+, or MCSA preferred).

+ Strong knowledge of:

+ Windows 11 environment

+ Active Directory / Entra  identity management

+ PIV cards, smart card readers, and MFA solutions (Microsoft Authenticator, login.gov, etc.)

+ Microsoft Office Suite & Google Workspace (including Teams and Google Meet)

+ Jira ITSM (Jira Service Management) for incident management, service requests, workflows, knowledge base, and SLA tracking.

+ SCCM, VPN, Bomgar, Zoom, VTC, Polycom, and Screen Beam

+ Printer management (fleet support, print servers, troubleshooting, and deployment)

+ Hardware diagnostics, mobile device support, imaging, and recovery

+ Basic networking (TCP/IP, DNS, DHCP, VPN, etc.)

+ Excellent customer service, communication, and interpersonal skills.

+ Strong attention to detail, ability to multi-task, prioritize, and follow SOPs.

+ Reliable with independent transportation.

+ Desired Certifications (not required): ITIL v4, Security+, Network+ Candidate must be a U.S. citizen or green card holder with 3 years residency and the ability to obtain a public trust.

** Additional Requirements*
* + Available to work as essential personnel around the academic calendar and support cycles.

+ Desire to stay current with emerging technologies, especially collaboration tools, secure authentication solutions, and printer technologies.

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: 2613430

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  For information on the benefits SAIC offers, see Working  AA M/F/Vet/Disability