NIH Desktop Engineer MacOS (level II)

Published: 6/14/2022

Technology

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