Desktop Support Technician

2 weeks ago

Washington, United States Keen Logic Full time

KeenLogic is currently seeking a successful, highly driven macOS Desktop Support Specialist to join our team on-site in Washington, DC. This is a full-time position offering Fortune 500-level benefits, PTO, 401k, Life Insurance, and monthly travel reimbursement. Basic Qualifications: + Active Secret Clearance + Bachelor of Science or equivalent years of experience + AirWatch experience is a plus + 2+ years’ experience in Desktop support for macOS in an Enterprise environment Preferred Qualifications: + Outstanding verbal and written communication skills + Ability to manage and prioritize, track, and resolve multiple ongoing tickets/tasks/assignments with minimal oversight Day to Day Job Duties: + Primary focus will be on the desktop/laptop devices with a macOS and secondary focus will be Windows + The Mac Desktop Support Specialist is responsible for reporting onsite in Washington DC, handling technical support requests from end users as well as from our Service Desk + Maintain Apple desktop computers, printers, and other software and hardware peripherals + Triage and provide timely and effective on-the-spot resolution or accurate escalation, including complete ("tell the full story") documentation of work performed and resolution in the Service Desk ticketing system including any requests for assistance from walk-up staff on software, hardware, and operating systems and/or other services as required + Maintain accurate CMDB entries for assigned tickets or tasks + Responsible to fully manage (e.g., track, record, organize, maintain, reorder, etc.) a cache of end user, commonly used, inventory items + Provide timely and accurate monitoring and communication of the operational status of client systems, applications, and services related to walk-up support services + Provide timely and accurate trend analysis and demand forecasting of walk-up Service Desk support requirements based on Service Desk ticketing system data and knowledgebase + Provide staffing support for various walk-up based customer service and desktop support related projects, including but not limited to software upgrades, hardware upgrades/migrations, cloud-based services implementations, new application deployments, security remediation, workstation retirement, migrations, and research and development initiatives + Author, maintain, update, and develop new content for the knowledgebase + Provide timely and effective technical support to walk-up users on supported software, hardware, and operating systems (Macintosh, Windows, and Linux) to include installation, special configuration, maintenance, troubleshooting, and processing of surplus hardware according to guidelines + Provide for accurate, complete, and timely documentation, recording, and reporting of all technical support-related activities, issues, and outcomes in the ticketing system in accordance with standard operating procedures (SOP) and approved practices + Responsible to maintain accurate CMDB entries for assigned tickets or tasks Powered by JazzHR

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