Job Description

**Description** IT Support Specialist - Senior + Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills. + Need to be able to work independently and as part of a team. + Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. + Perform repairs on Apple computer and iOS hardware and software. + Understanding of the MAC OS Imaging process using JAMF preferred but not required. + May be assigned to assist in leading small projects and team efforts. + Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities. + Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. + Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed. + Escalates complex problems to upper-level deskside engineers. + Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration. + 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. **Qualifications** **Required Skills:** + Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. + Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience. + HDI Technical Support Professional required within six (6) months of employment. + Certifications desirable but not required include A+, Net+, Secure+. _Note: 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._ 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: 2511831 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

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