What are the responsibilities and job description for the Sr. Service Desk Engineer position at Tandym Group?
A top government integrator is seeking a Sr. Service Desk Engineer - Apple/Mac to support a large health program in Washington, DC on a hybrid schedule.
About the Opportunity:
- Location: Hybrid, Washington, DC
- Contract Length: Full-time (open-ended)
- Hours: Core business hours (EST Hours)
***U.S. Citizenship is required and must pass federal background investigation to obtain a level 4 Public Trust clearance***
Responsibilities:
- Work as a technical subject matter expert in support of overall team for technological areas such as but not limited to Windows, Mac, M365, Adobe, Slack, JAMF, Account Management, etc.
- Follow written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization
- Operate with ability to gage the audience when communicating and relaying step by step instructions/resolutions to technical problems/issues
- Assist team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives
- Manage the daily operations of service desk tasks, including ticket documentation and ensuring that all support requests are handled in a timely and professional manner.
- Monitor individual service desk metrics and KPIs to identify trends and areas for improvement
- Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users
- Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution
- Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk
- Supporting AV proposals days with setting up users on AV equipment and any issues that may arise
- Perform other duties, as needed
Qualifications:
- 8 years of experience supporting a service desk or IT support team.
- Bachelor's Degree
- At least one of the following certifications: Apple certification, CompTIA certification, HDI or Windows certification
- Ability to interact with senior staff in the agency and scientific community
Desired Skills:
- HDI certification
- Experience with M365 (SharePoint, Teams, OneDrive) and migration support
- Experience within healthcare domain (FDA, NIH, or agencies in HHS)
- Prior experience with NIH/HHS
- Experience with Tier 3 Level Support
