Desktop Support Analyst with Mac Experience

1 month ago


McLean, United States SolutionSavvy Full time

Title: L2 Helpdesk Analyst (Desktop Support)

Location: McLean, Virginia - Hybrid


Here’s What You’ll Do:

  • Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
  • Provide remote support over the phone using remote desktop tools.
  • Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
  • Ability to triage tickets and troubleshoot independently.
  • Install and support desktop software for corporate laptops.
  • Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
  • Document and resolve all tickets in a timely manner, adhering to established SLAs.
  • Interact with vendor support to resolve technical problems with hardware and/or software.
  • Create and maintain internal IT knowledge base articles to document procedures.
  • Create end user documentation (“How To”, “FAQ”).

Requirements:

  • Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
  • Experience in Endpoint services (Intune for iOS).
  • Excellent customer service, attention to detail, communication and documentation skills.
  • Must be a team player and willing to work “outside the box” to get things done as needed.
  • Experience working in an IT Service Desk environment.
  • Experience configuring and troubleshooting Windows & Mac laptop.
  • Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
  • Microsoft Teams, Apple MacBook.
  • Be highly motivated, able to work with minimal supervision, and adapt to changes as needed.



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