NetImpact Strategies
Service Desk Senior Support / Mac Engineer
NetImpact Strategies, Bethesda, Maryland, us, 20811
Service Desk Senior Support / Mac Engineer
Job Locations: US-MD-Bethesda Job ID:
2024-3358 Category:
Information Technology Type:
Full Time Job Description
NetImpact Strategies is seeking a Service Desk Senior Support Engineer who is highly skilled, with expertise in providing exceptional technical support for macOS environments. This individual should be experienced in troubleshooting and resolving complex issues related to hardware, software, networking, and applications in Mac-based systems. They should be proficient in managing user accounts, software installations, system configurations, and maintaining Apple devices in corporate environments, and should be adept at providing both remote and on-site support. This position must maintain strong interactions with end-users with excellent communication skills and they should be knowledgeable in supporting cross-platform integrations, ensuring that Mac devices adhere to organizational security policies, delivering timely and high-quality solutions to end-users. This is an on-site role, located in Bethesda, MD. Responsibilities:
Provide expert-level troubleshooting for macOS, Windows, and Linux operating systems. Address wired and wireless network access issues for desktops, laptops, mobile devices, and printers. Develop and execute a support plan tailored to the needs of the agency's Administrative and Scientific communities, ensuring specialized assistance for scientific personnel and equipment. Ensure adherence to the agency Incident, Change, and Problem Management Processes. Monitor service requests and incidents, identifying trends, root causes, and recurring issues, and implementing mitigating strategies. Coordinate service requests involving other IT support teams and hardware/software vendors. Maintain professional, customer-focused communication in plain language with customers, third-party IT providers, and other IT teams. Perform basic hardware repairs, such as replacing components, and coordinate with equipment vendors for warranty or fee-based repairs. Support end users and guests with multimedia and video teleconferencing equipment, including AV capabilities for conference rooms. Provide on-site support for conferences and events, including high-profile training sessions and program planning meetings. Qualifications
Required: Bachelor's Degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 3+ years of experience in a service desk or IT support role with a focus on Mac systems. Preferred: Apple Certified Support Professional (ACSP) Apple Certified Macintosh Technician (ACMT) Previous Federal Consulting Experience
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Job Locations: US-MD-Bethesda Job ID:
2024-3358 Category:
Information Technology Type:
Full Time Job Description
NetImpact Strategies is seeking a Service Desk Senior Support Engineer who is highly skilled, with expertise in providing exceptional technical support for macOS environments. This individual should be experienced in troubleshooting and resolving complex issues related to hardware, software, networking, and applications in Mac-based systems. They should be proficient in managing user accounts, software installations, system configurations, and maintaining Apple devices in corporate environments, and should be adept at providing both remote and on-site support. This position must maintain strong interactions with end-users with excellent communication skills and they should be knowledgeable in supporting cross-platform integrations, ensuring that Mac devices adhere to organizational security policies, delivering timely and high-quality solutions to end-users. This is an on-site role, located in Bethesda, MD. Responsibilities:
Provide expert-level troubleshooting for macOS, Windows, and Linux operating systems. Address wired and wireless network access issues for desktops, laptops, mobile devices, and printers. Develop and execute a support plan tailored to the needs of the agency's Administrative and Scientific communities, ensuring specialized assistance for scientific personnel and equipment. Ensure adherence to the agency Incident, Change, and Problem Management Processes. Monitor service requests and incidents, identifying trends, root causes, and recurring issues, and implementing mitigating strategies. Coordinate service requests involving other IT support teams and hardware/software vendors. Maintain professional, customer-focused communication in plain language with customers, third-party IT providers, and other IT teams. Perform basic hardware repairs, such as replacing components, and coordinate with equipment vendors for warranty or fee-based repairs. Support end users and guests with multimedia and video teleconferencing equipment, including AV capabilities for conference rooms. Provide on-site support for conferences and events, including high-profile training sessions and program planning meetings. Qualifications
Required: Bachelor's Degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 3+ years of experience in a service desk or IT support role with a focus on Mac systems. Preferred: Apple Certified Support Professional (ACSP) Apple Certified Macintosh Technician (ACMT) Previous Federal Consulting Experience
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