Tier II Help Desk Analyst Job at KeenLogic, Alexandria, VA

a1BPdTExVnlDZUxzTWJ0TmlDeUV4OUdyMXc9PQ==
  • KeenLogic
  • Alexandria, VA

Job Description

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst  with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday.

Description:
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:
  • Bachelor’s and 4 years' experience
  • 2 years+ of MacOS and iOS support
  • Asset Management
  • Windows/Mac Imaging
Preferred Qualifications:
  • Apple Certified Mac Technician
Required Skills:
  • 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:
  • ITIL Service Management
  • Policy Analysis
  • Workstation Patching/Testing
  • Desktop Engineering
  • Release Management
  • Knowledge Management

Job Tags

Full time, Remote job, Work alone, Monday to Friday,

Similar Jobs

SGS Consulting

Hardware Engineer Job at SGS Consulting

 ...Job Responsibilities: Develop FPGA firmware using VHDL and Verilog including simulation, synthesis, timing closure, and verification. Design and implement communication hardware based on high-level specifications. Support hardware development for space systems... 

Apple Inc.

SoC Physical Design Engineer, PnR Job at Apple Inc.

 ...visible role, you will be directly responsible for the physical implementation of design partition(s) (from netlist to tapeout) for a highly complex...  ...~ MS in Electrical/Electronics/Computer Engineering or related field. ~ Experience with large SOC designs... 

Freeport McMoRan

Planner II Job at Freeport McMoRan

 ...beauty and a rich mining heritage. The Tri-Town of Globe, Claypool and Miami offers convenient shopping locales, including Walmart, Safeway, Frys and other local stores. Here, our employees and their families can connect with the outdoors and enjoy the family-friendly... 

Inter-Con Security

Security Supervisor (80559) Job at Inter-Con Security

 ...Overview Founded in 1973, Inter-Con Security Systems, Inc. is a leading US-owned security company, providing integrated security solutions...  ...employs over 25,000 security personnel worldwide, trained and managed by a team of professionals with unsurpassed military, law... 

Rellaire Smart Home Systems

HVAC Service/Sales Technician Job at Rellaire Smart Home Systems

 ...a growing national presence with lots of room for career advancement. Job Duties and Responsibilities: Service residential and/or light commercial HVAC systems. Advise homeowners on repair and replacement options. Service residential and/or light commercial...