What are the responsibilities and job description for the Tier II Help Desk position at KeenLogic?
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.
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:
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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
- 2 years of MacOS and iOS support
- Apple Certified Mac Technician
- 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
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- Release Management
- Knowledge Management
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