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

Sia Experience

Social Media Manager Job at Sia Experience

 ...is it. Job Description Were looking for a dynamic social-first thinker who can conceptualize content that doesnt just fill...  ...of our clients brands online. Your Impact As a Social Media Manager, youll be the bridge between strategy and executionbringing... 

SGS Consulting

Concept Artist IV Job at SGS Consulting

 ...Skills: Hands-on experience developing or fine-tuning generative AI models for art creation. Ability to present and articulate artistic vision and technical solutions to non-art stakeholders. Education/Experience: Proven experience as a visual storyteller in... 

Our National Conversation

Conservative Writer Job at Our National Conversation

 ...intended to make America a better country. Let's get America talking again! Job Description Job Title: Conservative Writer/Influencer/Podcast Intern Reports To: Core Content Team Lead and the Managing Editor Job Description : Do you think... 

Cleveland County

Director of Communications Job at Cleveland County

 ...Position Overview The Director of Communications for Cleveland County is responsible for developing and implementing strategic communication plans to enhance the Countys public image and foster effective relationships with key stakeholders. This role requires a highly... 

Software Technology Inc

Desktop Support Technician Job at Software Technology Inc

 ...Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into the computerized tracking system before escalation. Records solutions in the solutions database or other forms of documentation. Communicates...