Tier Ii Help Desk Analyst - Alexandria, United States - KeenLogic

KeenLogic
KeenLogic
Verified Company
Alexandria, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

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:


Qualifications:


  • Bachelor's and 5 years' experience
  • High School Diploma and 7 years' experience
  • 3 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 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)
  • Effective written and oral communication skills
  • Strong ability to troubleshoot Mac hardware and software issues
  • Strong customer service and communication skills for inperson 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

Desired Skills**:


  • ITIL Service Management
  • Policy Analysis
  • Workstation Patching/Testing
  • Desktop Engineering
  • Release Management
  • Knowledge Management
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