It Help Desk

KeenLogic is seeking a self-motivated and drivenTier II Help Desk Analyst (MacOs Support)with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA.This position is on-site and full-time (M-F).
The successful candidate will be responsible fordeskside support of an environment composed Intel based PC and Apple workstations and several custom business applications.The candidate will be responsible for assisting customers when they call into or walk into the customer service center, remotely, or at the customer's location. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for more detailed level of support. The Tier IIwill consult with appropriate manufacturers where required in coordination with the business.
Qualifications:

• Bachelor's and 5 years' experience or High School Diploma and 7 years' experience.
• 3 years+ of MacOS and iOS support.
• Apple Certified Mac technician.

• Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
• Advanced experience in Mac Operating Systems, Experience imaging/reinstalling MacOS software.
• Incident/Request (Analysis, Documentation)
• Root Cause Analysis, Active Directory Management, Workstation Imaging/Reimaging
• Mobile Device Management (Provision, Reset, Remote Wiping)
• Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
• Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)
• Effective written and oral communication skills
• Strong ability to troubleshoot Mac hardware and software issues.
• Strong customer service and communication skills for in-person support as well as remote support.
• The individual must be willing to work alone and within a team.
• Ability to follow defined processes.
• CRM/Ticketing/ACD Systems.

• ITIL Service Management
• Policy Analysis
• Workstation Patching/Testing
• Desktop Engineering
• Release Management
• Knowledge Management