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

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