NIH Desktop Engineer MacOS (level II)

Job Description

Job Description

Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer (Level II) for a project at a large government support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.

The Desktop Engineer (Level II) responsibilities are as follows:

• Provide polite, friendly, professional, and courteous customer service at all times
• Work through various types of technical and customer service issues and ensure customer satisfaction
• Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
• Provide instructions to customers and support staff in the use of equipment and software
• Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
• Interface with other teams when needed to help resolve customer issues
• Document incident status and solutions using ticket tracking system
• Accepts warm transfers from other technicians to continue customer support
• Efficiently escalate issues to higher tiers when needed
• Ensure SLA compliance
• Configure and install various IT hardware and application systems such as desktops, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control system any other application once given the necessary procedures and authorization.
• Develop installation schedules, prepare and create installation packages.
• Prepare documentation for configuration changes at each site and supporting test reports.
• 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 7x24 basis as needed. This includes troubleshooting, triage, remote, and ?walk-thru? assistance as needed.

Qualifications:

Knowledge, Skills and Abilities:

• Must be detail-oriented, organized, and can work under tight deadlines.

• Must have a comprehensive knowledge of generic IT hardware devices 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 a comprehensive knowledge of MacOS IT hardware devices and software and working knowledge of new more complex devices.
• 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.

• Must be very experienced supporting with VIP/Executive support

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