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