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Desk Side Engineer

Company: SAIC
Location: Cambridge
Posted on: November 22, 2021

Job Description:

Job ID:

* Location: *
* MA
* US
* Date Posted: *2021-11-16
* Category: *Engineering and Sciences
* Subcategory: *Field Technician
* Schedule: *Full-time
* Shift: *Day Job
* Travel: *No
* Minimum Clearance Required: *None
* Clearance Level Must Be Able to Obtain: *Public Trust
* Potential for Remote Work: *No
* Description*
SAIC is looking for a Desk Side Engineer to join our team in Cambridge, MA. This person will be responsible for providing desk side support to end users for complex issues regarding response and resolution. Escalation point for junior and midlevel 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 midlevel engineers. Updates status of queued service requests with the IT service management system.

In addition to the above

* Provide support for all IT related concerns and technologies ( i.e. Windows 10 Office 16/O365, Outlook 16/O365, Bomgar, Active Directory, Cisco VPN, File/Print Services etc.)
* Perform day-to-day responsibilities utilizing Remedy IT Service Management System and ServiceNow Portal
* Prioritize and evaluate a variety of technical issues
* Ensure proper recording, documentation, and closure of tickets
* Triage, resolve, and escalate issues to appropriate teams
* Provide installation, configuration, and break-fix for laptops, desktops, and peripherals
* Field phone calls or chats throughout the day from internal employees
* Qualifications*
Essential job functions must include strong analytical and troubleshooting skills. The ability to work in a team environment providing solutions to diagnose and resolve problems. Perform research as necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a functional understanding of Windows systems, applications, and be able to support the following:

* 3+ years of relevant IT experience demonstrating continuous technical career growth, in Microsoft environments
* 3+ years of relevant Desktop support experience, responding to incoming calls, email messages, and walk-up customers.
* Microsoft Windows 10 Operating Systems
* Microsoft Office Suites 2016/O365
* Microsoft Active Directory Users and Computers
* Cortex XDR
* Remote VPN Access
* Microsoft file and print services
* Apple Mobile Systems
* Basic to intermediate LAN and WAN Networking
* Remote connections and VPN Access
* DELL and Apple PC hardware
* Apple MAC Operating System (a plus)
* Remote VPN Access
* Education / Training:*
* Microsoft or other professional certifications are helpful

Preferred Skills

Experience: Must have a minimum of 3 years of experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software. Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking. Must possess a High School Diploma. Degree may be substituted with 5 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment.

* Attributes: *
* Team Player, willing to share knowledge and pitch in wherever needed
* Multi-tasking, Prioritization, and Time Management - Ability to pivot and act in a timely manner[]()
* Technical Aptitude - capable of handling a multitude of technical issues
* Excellent written and verbal communication - Ability to accurately convey an issue
* Patience & Flexibility

Additional Notes

US Citizen or Green Card Holder. Ability to attain a Public Trust clearance.

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at [Contact Us]( and must have an approved exemption prior to the start of their employment. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.

SAIC-- is a premier Fortune 500-- technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an [Equal Opportunity Employer,]( fostering a respectful work culture based on [diversity, equity, and inclusion]( that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit [](

Keywords: SAIC, Cambridge , Desk Side Engineer, Engineering , Cambridge, Massachusetts

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