Help Desk Analyst
📋 Role Overview & Responsibilities
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 5 years' experienceHigh School Diploma and 7 years’ experience3 years+ of MacOS and iOS support
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 softwareIncident/Request (Analysis, Documentation)Root Cause Analysis, Active Directory Management, Workstation Imaging/ReimagingMobile 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 skillsStrong ability to troubleshoot Mac hardware and software issuesStrong customer service and communication skills for in-person support as well as remote supportThe individual must be willing to work alone and within a teamAbility to follow defined processesCRM/Ticketing/ACD Systems
Desired Skills:ITIL Service ManagementPolicy AnalysisWorkstation Patching/TestingDesktop EngineeringRelease ManagementKnowledge Management
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This position is located in Alexandria, VA with potential relocation and sponsorship assistance depending on candidate qualifications.
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