Senior Endpoint Support Specialist Windows/Mac/AD+AV
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Provide remote- and on-site endpoint support for desktops, laptops, and mobile devices to a government client, including troubleshooting incidents, handling service requests, and managing installations, configurations, and migrations. Configure network devices and printers, complete project work, and document policies and procedures. Provision and manage users in a Microsoft hybrid Active Directory environment using Adaxes, Intune, and Autopilot. Troubleshoot Windows and Mac OS issues, manage device drivers, and support conference room AV systems. Handle request for services, create technical reports, and adhere to ITIL principles. This role requires a full-time on-site presence at the Federal customer's downtown facilities in Rockville, MD.
Required Qualifications
- Four years plus (4+) of real world in-person and remote desktop systems support
- Experience in an enterprise environment
- Recent and relevant experience in Windows 1x laptops/desktops/tablets
- Experience in MacOS
- Experience in IOS devices
- Tremendous attention to detail
- Excellent problem-resolution skills
- Ability to weigh several options and provide the most efficient solution
- OUTSTANDING oral (in person/phone) and written communication skills
- Ability to deal with people at various levels, from technician- to executive
- Strong ability to build client relationships
- Experience administering hybrid Active Directory environment (users, computers, group policies)
- Experience using Adaxes
- Intune Device Management
- Microsoft Autopilot
- Other Microsoft imaging/provisioning technologies
- Windows 1x – including device and driver installation, troubleshooting and patching
- Remote desktop management tools, e.g., RDP, SCCM Viewer
- Hardware familiarity with Dell computing platforms (both desktop and laptop)
- Mac OS installation/configuration/app support
- Mac Device Management using JAMF
- O365 Applications
- VPN, MFA, and other technologies used by remote workers
- Basic local and network connectivity including troubleshooting TCP/IP, DHCP, NICs, DNS, network drive mappings, etc.
- VPNs, Group Policy, challenges faced by teleworkers
- Mobile devices (e.g., iPhone, iPad platforms)
- ServiceNow Service Desk application
- ITIL principles
- Conference room AV, including Crestron and Teams-enabled devices
- BS Degree
- A+/Net+/Security+/CCNA
- Windows or Mac certifications
- ITIL v4/v5
- Ability to pass a corporate and Federal background check
- Previous Federal Agency check (or higher) clearance
Desired Qualifications
- Experience in an enterprise environment
- Experience administering hybrid Active Directory environment (users, computers, group policies) – especially using Adaxes
- Intune Device Management
- Microsoft Autopilot + other Microsoft imaging/provisioning technologies
- Windows 1x – including device and driver installation, troubleshooting and patching
- Remote desktop management tools, e.g., RDP, SCCM Viewer
- Hardware familiarity with Dell computing platforms (both desktop and laptop)
- Mac OS installation/configuration/app support
- Mac Device Management using JAMF
- O365 Applications
- VPN, MFA, and other technologies used by remote workers
- Basic local and network connectivity including troubleshooting TCP/IP, DHCP, NICs, DNS, network drive mappings, etc.
- VPNs, Group Policy, challenges faced by teleworkers
- Mobile devices (e.g., iPhone, iPad platforms)
- ServiceNow Service Desk application
- ITIL principles
- Conference room AV, including Crestron and Teams-enabled devices
- Desirable training/certifications you should have
- BS Degree
- A+/Net+/Security+/CCNA
- Windows or Mac certifications
- ITIL v4/v5
- Previous Federal Agency check (or higher) clearance preferred
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