Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer MacOS (Level I) for a project at a large NIH CIT 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 I) 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.
-
Coordinate post installation operations and maintenance support.
-
Configure and troubleshoot generic basic MacOS issues
-
Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
Qualifications:
Knowledge, Skills and Abilities:
-
Must have excellent analytical skills in troubleshooting IT hardware installation, application setup, and maintenance, testing capabilities, problem identification, and/or resolution.
-
Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
-
Must have experience configuring and troubleshooting generic MacOS device issues.
