NIH Desktop Engineer MacOS (level II)
On-siteBethesda, Maryland, United States
Job Summary
Provide polite, friendly, and professional customer service while diagnosing, troubleshooting, and resolving hardware and software faults on macOS devices. Perform installations, upgrades, and configurations for desktops, servers, and network security devices, then document incident status and solutions using ticket tracking systems. Accept warm transfers from other technicians to continue support and efficiently escalate issues to higher tiers when needed. Ensure SLA compliance and maintain hardware inventory by providing weekly status reports. Deliver VIP and executive-level support via text, email, and phone on a 7x24 basis, including remote troubleshooting and walk-through assistance. Coordinate post-installation operations and maintenance while preparing documentation for configuration changes and test reports.
Required Qualifications
- Must be detail-oriented, organized, and can work under tight deadlines
- Must have a comprehensive knowledge of generic IT hardware devices and working knowledge of new more complex devices
- Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures
- Must have a comprehensive knowledge of MacOS IT hardware devices and software and working knowledge of new more complex devices
- Must have excellent analytical skills in troubleshooting MacOS IT hardware and applications, testing capabilities, problem identification and/or resolution, and preventative maintenance knowledge
- Must understand how to configure MacOS IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration
- Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration
- Must be able to learn installation procedures and best practices for special systems via training or direction from engineering
- Must be very experienced supporting with VIP/Executive support
- Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers
- Extensive knowledge of IT Hardware systems and their configurations
- Extensive experience troubleshooting IT Hardware systems
- Generic program management and reporting competency
- 5+ years progressive experience as a Tier II or Tier III Support Technician in a federal government IT service delivery operation with large scale, multi-faceted IT support
- Must have two of the following certs: CompTIA+, CompTIA-Network+ and CompTIA- Server+
- Must be able to obtain and/or pass a public trust background check
- Must be able to work flexible hours and multiple locations
Desired Qualifications
- NIH experience
- ITIL Cert
- Associate degree in Computer Science, Engineering, Information Technology, or related discipline with 4+ years of experience
- GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment
- HDI institute certifications
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