Deskside Support Engineer

SAIC is looking for an IT Systems Refresh Coordinator Lead to manage the end-to-end lifecycle, warranty tracking and hardware refresh processes for the Department of Transportation. This position is hybrid in Washington, DC at the Department of Transportation Headquarters’ building with the option to work remote. In this role, you will serve as the central point of contact between internal IT Teams, customers and external hardware vendors to ensure devices remain covered, compliant and replaced proactively before warranty expiration. The work is performed in a Microsoft Windows environment.

The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus.

Shift: This position is Flexwork. Support hours are 7am-7pm. This shift could be 10am-7pm or 7am-4pm

Travel to customer sites in the D.C. area is required.

Required Qualifications:

• 4+ years of experience in IT Asset Management (ITAM), hardware lifecycle coordination, IT Procurement, or desktop/technical support operations.

• Must possess a degree.

• High School Diploma may be substituted with 6 additional years of related experience.

• Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.

• Hands-on experience managing hardware inventories in ITSM/CMDB platforms (such as ServiceNow).

• Need to be able to work independently and as part of a team.

• Strong working knowledge of Microsoft Excel and/or Google Sheets to audit serial numbers, track expirations and forecast refresh cycles.

• May be assigned to assist in leading small projects and team efforts.

• Exceptional attention to detail and strong written/verbal communication skills to coordinate hardware swaps with end-users, warehouse staff, and IT Leadership across multiple locations.

• Familiarity with Remedy and Service Now a plus.

• Escalates complex problems to upper-level deskside engineers.

• Must be reliable and have independent transportation.

• ITILv4 Certification (ITILv3 considered with experience).

• Certifications desirable but not required include A+, Net+, Security+.

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.