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MAC Engineer
Ref No.: 18-04342
Location: Bethesda, Maryland
  • Relies on experience and judgment to plan and accomplish goals, lead tasks, manage deskside support tickets involving both Windows and MacOS / devices, and ensures performance against Service Level Agreements (SLAs).
  • May coordinate incident / problem resolution for outages and multi-user issues with the Service Desk.
  • Provides excellent service and customer support onsite and during field visits or dispatches.
  • Provides deskside support to end users, including laptop / mobile equipment delivery, use-instructions and troubleshooting.
  • Handles on-site installation, repair, maintenance and testing tasks, sometimes using "remote hands” or "smart hands” techniques.
  • Diagnoses errors or technical problems and determines proper solutions.
  • Follows all company's filed procedures and protocols.
  • Cooperates with technical teams and shares information across the organization.
  • Comprehends customer requirements to make appropriate recommendations and build positive relationships with customers.

  • BS and two years user-centric Windows/Apple IT support and / or IT help-desk experience or the equivalent combination of experience/education.
  • Ability to troubleshoot, test, repair and service technical equipment
  • Ability to work flexible shifts and to adapt to changing work schedules, provide assistance on-call when necessary
  • Familiarity with mobile tools and applications

  • ITIL® Certification
  • Apple Support: experience supporting domain joined Mac devices in enterprise environment Familiarity with GSA environment and administrative processes
  • 2+ years of experience performing to SLAs
  • Working knowledge of VPN and Citrix for remote access
  • Working knowledge of images and imaging desktops and laptops
  • Working knowledge of Active Directory, Group policies, and networking
  • Experience with supporting mobile devices
  • Experience supporting and maintaining user account information including rights, security and systems groups.
  • Experience diagnosing and troubleshooting server and network issues
  • Technical certifications
  • Good experience with Microsoft Office Suite including Word, Project, and Excel, Adobe Acrobat