The successful candidate will be responsible for deskside 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 or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the 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 a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.Qualifications:
- Bachelors and 5+ years' experience
- Associates and 7+ years' experience
- High School and 9+ years' experience
Preferred Qualifications:
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- 2 years+ of MacOS and iOS support
- Apple Certified Mac Technician
Required Skills:
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- 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
Desired Skills:
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- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- Release Management
- Knowledge Management
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What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements. At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.” KeenLogic operates two distinct lines of business: (1) Enterprise IT Services (Helpdesk/Service Desk) (2) Network/Internet Services (Fixed-Wireless Microwave Broadband) We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team. The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience. We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength. Key attributes: • 10-year history of providing quality, customer-focused IT solutions • Excellent past performance and track record • 95% employee retention rate • Small business agility with large business resources • Secret facility clearance • Well capitalized for project ramp-up • KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
