District of Columbia
The ideal candidate, under minimal supervision, will provide on-site technical support, primarily for Macintosh systems and Apple products, by performing installation, repair, and preventative maintenance of workstations and related software/hardware; perform troubleshooting software and hardware failures and apply domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters. Install, troubleshoot, repair, operate, and maintain computers, workstations, laptops, printers, scanners, and any other equipment within the scope of this position. Deploy software, run reports, create and test software packages through the use of Intune/Jamf/Apple Profile Manager and Device Enrollment Program (DEP) to create, test, deploy and manage Government standard computer images. Perform software asset management, and software license management tasks as assigned, interact daily with supervisor, peer groups and customers in order to manage work flow in timely and professional manner. Must be able to perform in a dynamic environment and be available to work non-standard hours when needed. Should be self-motivated, creative, organized and able to multitask in a fast-paced environment
Desired certifications: Apple products (iPhones, MacBook), ITIL Foundations
Ability to deploy, configure, and troubleshoot peripheral devices connected to computers.
Strong experience supporting VPN, Active Directory, and LAN/WAN troubleshooting.
Experience configuring zero and one touch profiles on MacOS and iOS
Service Now Help Desk, Microsoft Intune, DEP, Cisco VOIP phones, understanding of TCP/IP based networking.
Thorough knowledge of printers (hardware/software) and managing printer queues specifically in an enterprise environment and in applying security measure to standard configurations.
Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving workstations, printers, scanner and other items.
Experience with creating/testing/updating/deploying computer images in an enterprise environment.
Extensive experience with Apple products and Apple management tools such as: Jamf Pro, Apple DEP, and Apple Profile manager for comprehensive management of MacOS computers and iOS devices.
Extensive experience with iPhone configuration and transition phone information in a cellular carriers system
Ability to work in a team environment with minimal supervision.
Reliable and punctual. Ability to work non-standard hours when required.
Strong customer and communication skills.
US Citizen with the ability to obtain a Federal Public Trust clearance.
TYPICAL EDUCATION AND EXPERIENCE: Bachelor's degree in related technical discipline and 3+ years of operating systems experience or 5+ years in related discipline in lieu of degree. Viewed as a well-developed technical resource capable of handling moderately complex assignment. Additional training, technical certification and/or experience may be substituted in lieu of a degree.