Help Desk Analyst
1 month ago
KeenLogic is seeking a self-motivated and driven **Tier II Help Desk Analyst **with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday.
**Description**:
**Qualifications**:
- Bachelor’s and 5 years' experience
- High School Diploma and 7 years’ experience
- 3 years+ of MacOS and iOS support
**Preferred Qualifications**:
- Apple Certified Mac Technician
**Required Skills**:
- Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
- Advanced experience in Mac Operating Systems, Experience imaging/reinstalling MacOS software
- Incident/Request (Analysis, Documentation)
- Root Cause Analysis, Active Directory Management, Workstation Imaging/Reimaging
- Mobile Device Management (Provision, Reset, Remote Wiping)
- Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
- Effective written and oral communication skills
- Strong ability to troubleshoot Mac hardware and software issues
- Strong customer service and communication skills for in-person support as well as remote support
- The individual must be willing to work alone and within a team
- Ability to follow defined processes
- CRM/Ticketing/ACD Systems
**Desired Skills**:
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- Release Management
- Knowledge Management
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