What are the responsibilities and job description for the NIH Desktop Engineer MacOS (level II) position at Key Concepts Knowledgebase?
EOE Statement
Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.
Description
Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer (Level II) for a project at a large government 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 II) 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.
- Develop installation schedules, prepare and create installation packages.
- Prepare documentation for configuration changes at each site and supporting test reports.
- Coordinate post installation operations and maintenance support.
- Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
- Diagnosing, troubleshooting and resolving hardware and software faults with macOS devices, and escalating jobs to third parties where appropriate.
- Ensure that all Mac systems are secure against internal and external threats.
- Provide VIP / executive level support and customer service
- Provide text, email and / or phone support to VIPs / Execs 7x24 basis as needed. This includes troubleshooting, triage, remote, and 'walk-thru' assistance as needed.
Qualifications :
Knowledge, Skills and Abilities :
Position Requirements
Required :
Desired :
Training and Certifications :
Education :
Other :
Full-Time / Part-Time
Full-Time
Position
NIH Hardware Installation Technician (Level II)
Location
Bethesda
This position is currently accepting applications.
