MAC Help Desk Technician

4 days ago

Washington DC USA, United States National Academies of Sciences, Engineering and Medicine Full time
Job Summary

We are seeking a highly skilled and experienced MAC help desk technician to join our team at the National Academies of Sciences, Engineering, and Medicine. As a technical support specialist, you will be responsible for providing expert technical assistance to our end-users with a focus on MAC computer systems.

Key Responsibilities
  • Provide technical support to end-users via phone, email, and in-person interactions.
  • Troubleshoot and resolve technical issues related to software, hardware, and network connectivity.
  • Install, configure, and maintain software applications for MAC and Windows computers.
  • Utilize an IT service management system to document and manage incidents and service requests.
  • Meet or exceed service level agreement (SLA) standards, including closing tickets in a timely manner and following up with customers.
  • Maintain a high level of customer satisfaction through effective communication and timely issue resolution.
  • Perform and update assets in the inventory management system, including workstations, monitors, printers, and other IT assets.
  • Repair, replace, and move assigned equipment as needed.
  • Perform testing on new and existing products and services as assigned, providing feedback and recommendations based on analysis.
  • Image computers and replace existing equipment as needed.
  • Perform institutional software and hardware upgrades, as needed, following established ITS procedures for installation and machine configuration.
Requirements
  • At least 2 years of experience in providing technical support for Windows and MAC computers in an enterprise computing environment.
  • Advanced knowledge of the MAC operating system.
  • Microsoft Office 365 experience with a focus on Teams, OneDrive, and SharePoint.
  • Strong problem-solving skills with the ability to think critically and independently.
  • Knowledge of back-end technologies, including directory services, network configuration, image creation, storage, network, and workstation security.
  • Excellent troubleshooting skills.
  • Ability to deal with a high volume of varying technology from hardware, software, to network connectivity issues.
  • Ability to articulate problems and resolutions to both technical and non-technical end-users.
  • Ability to diagnose and repair workstations and peripherals.
  • Ability to use some latitude for independent judgment, discretion, and action.
  • Experience working in complex environments with a high degree of organizational effectiveness.
  • Ability to work successfully in a team environment.
  • Excellent communication skills with a proven ability to effectively interact with all levels of employees.
Preferred Qualifications
  • A+ certification.
  • Associates degree in a related field or equivalent knowledge.
Work Environment

Office environment with occasional travel between National Academies facilities and to off-site locations.

Compensation

An estimated compensation range for this position is $28.93 - $36.16 per hour.

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