Mac Support

Role: Service Desk Specialist – Mac Support
Location: Bethesda, MD
Duration: Full-time

Required: CompTIA A ; Apple Certified Support Professional (ACSP); ITIL 4 Foundation (or ability to obtain within 6 months of joining)

Required Qualifications:

• Minimum of three (3) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, software applications, and network connectivity.
• Proficient in configuring, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft Windows operating systems and fielding related how-to questions.
• Proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom for Mac and Windows.
• Ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft’s Remote Desktop Services, and/or SolarWinds Dameware.
• Must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Experience in developing training materials and provide training to users with various skill levels.
• Must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Experience:

• Mac Support: 3 years (Required)
• Apple MacOS: 1 year (Required)
• Troubleshooting: 3 years (Required)
• Windows operating system: 3 years (Required)

License/Certification:

• CompTIA A (Preferred)
• Apple Certified (Preferred)

Work Location: In person

Salary : $60,000 - $65,000