Insight Global
Desktop Engineer II (MAC)
Insight Global, Bethesda, Maryland, us, 20811
* Configure, troubleshoot and install various IT hardware and applications such as desktops, printers, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control systems any other application once given the necessary procedures and authorization.
* Analyze existing requirements and prepare for hardware acquisitions.
* Develop installation schedules, prepare, create and test installation packages.
* Prepare documentation for configuration changes and supporting test reports.
* Develop training for site personnel in the use of equipment in collaboration with the training manager.
* Coordinate post installation operations and maintenance support.
* Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
* Diagnosing, troubleshooting and resolving hardware and software faults with macOS devices, and escalating jobs to third parties where appropriate.
* Ensure that all Mac systems are secure against internal and external threats.
* Provide VIP/executive level support and customer service
* Provide text, email and/or phone support to VIPs/Execs as needed. This includes troubleshooting, triage, remote, and "walk-thru" assistance as needed.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
* Must have exceptional communication and customer service skills
* Must be very experienced supporting with VIP/Executive support
* Posses an appropriate
* Must be detail-oriented, organized, and can work under tight deadlines.
* Must have a comprehensive knowledge of MacOS IT hardware devices and software and working knowledge of new more complex devices.
* Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
* Must have excellent analytical skills in troubleshooting MacOS IT hardware and applications, testing capabilities, problem identification and/or resolution, and preventative maintenance knowledge.
* Must understand how to configure MacOS IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration.
* Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
* Must be able to learn installation procedures and best practices for special systems via training or direction from engineering.
Technical Requirements (required and desired):
Required-
* Excellent written and verbal communication skills with the ability to communicate very well with VIP and Executive u , peers and managers.
* Extensive knowledge of IT Hardware systems (primarily MacOS) and their configurations
* Extensive experience troubleshooting IT Hardware systems.
* Generic project management and reporting competency.
* 5+ years progressive experience as a Tier II or Tier III Support Technician in a federal government IT service delivery operation with large scale, multi-faceted IT support.
* JAMF experience
* Supporting and managing iOS and relevant devices via MDM, Kandji, Airwatch, Meraki.
20-35h
Nice to Have Skills & Experience
Desired:
* Apple Certified Support Professional (ACSP) desirable, along with experience supporting key Mac OS X and Server OS X products in a network environment
* CompTIA+, CompTIA-Network+
Education:
* Associate degree in Computer Science, Engineering, Information Technology, or related discipline with 4+ years of experience; or a GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment. (years of experience can be substituted for AA degree)
* HDI institute certificationsmust get within 180 days
* ITIL Certified must get within 90 days
Other:
* Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours (including 7x24 text, email, phone, support) and multiple locations.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
* Analyze existing requirements and prepare for hardware acquisitions.
* Develop installation schedules, prepare, create and test installation packages.
* Prepare documentation for configuration changes and supporting test reports.
* Develop training for site personnel in the use of equipment in collaboration with the training manager.
* Coordinate post installation operations and maintenance support.
* Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
* Diagnosing, troubleshooting and resolving hardware and software faults with macOS devices, and escalating jobs to third parties where appropriate.
* Ensure that all Mac systems are secure against internal and external threats.
* Provide VIP/executive level support and customer service
* Provide text, email and/or phone support to VIPs/Execs as needed. This includes troubleshooting, triage, remote, and "walk-thru" assistance as needed.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
* Must have exceptional communication and customer service skills
* Must be very experienced supporting with VIP/Executive support
* Posses an appropriate
* Must be detail-oriented, organized, and can work under tight deadlines.
* Must have a comprehensive knowledge of MacOS IT hardware devices and software and working knowledge of new more complex devices.
* Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
* Must have excellent analytical skills in troubleshooting MacOS IT hardware and applications, testing capabilities, problem identification and/or resolution, and preventative maintenance knowledge.
* Must understand how to configure MacOS IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration.
* Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
* Must be able to learn installation procedures and best practices for special systems via training or direction from engineering.
Technical Requirements (required and desired):
Required-
* Excellent written and verbal communication skills with the ability to communicate very well with VIP and Executive u , peers and managers.
* Extensive knowledge of IT Hardware systems (primarily MacOS) and their configurations
* Extensive experience troubleshooting IT Hardware systems.
* Generic project management and reporting competency.
* 5+ years progressive experience as a Tier II or Tier III Support Technician in a federal government IT service delivery operation with large scale, multi-faceted IT support.
* JAMF experience
* Supporting and managing iOS and relevant devices via MDM, Kandji, Airwatch, Meraki.
20-35h
Nice to Have Skills & Experience
Desired:
* Apple Certified Support Professional (ACSP) desirable, along with experience supporting key Mac OS X and Server OS X products in a network environment
* CompTIA+, CompTIA-Network+
Education:
* Associate degree in Computer Science, Engineering, Information Technology, or related discipline with 4+ years of experience; or a GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment. (years of experience can be substituted for AA degree)
* HDI institute certificationsmust get within 180 days
* ITIL Certified must get within 90 days
Other:
* Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours (including 7x24 text, email, phone, support) and multiple locations.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.