Senior Desktop Support Specialist
The Desktop support team provides Tier 2 advanced technical support services for a Mac and Windows environment. The candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The candidate will work independently at different assigned support locations and communicate with team members at other locations. The candidate will also participate in team meetings to provide feedback from users, provide status of on-going projects and take on new projects. RESPONSIBILITIES: Technical requests that must be resolved by this candidate must include, but not limited to, the following areas: Windows laptop and desktop support. Apple Macintosh support. Apple client connectivity to Xserve, Open Directory and Active Directory. Responsible for updating and maintaining Ghosted images for desktops and laptops Windows client connectivity to Active Directory. Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists and security groups. File Server connectivity for clients, with associated file permissions and drive mappings. Email support for MS Outlook for Mac and PC; PKI encryption, including personal folders and outlook profile configurations. Security configurations and settings for Windows and Mac clients. Printer configuration and support for Windows and Macs. Basic Hardware upgrades for PC's and Mac's, adding RAM, HDD etc. Software upgrade and installation for Windows and Macs. Patch Management for Windows and Macs. Network services troubleshooting and connectivity, including wireless. Installation of desktop images and data migration Full disk encryption for laptops and desktops. Anti-Virus and Anti-Spyware support. Mobile Devices support including iPhone, tablets Trouble ticket management (ServiceNow) and documentation of support issues/resolutions. Desk side and remote support Windows, MS Office and custom application support Printer and laptop installation and troubleshooting Patch workstations with critical updates and latest antivirus definitions as well as other areas in network security REQUIREMENTS: Knowledge Skills, Abilities and Experience: Demonstrated ability to maintain a customer-service focus and attitude at all times. Capable of working individually and as part of a team. Must be able to work on multiple projects/priorities in a deadline-driven environment. Must be able to remain calm in pressure situations and adapt quickly to change. Ability to use online resources including KB articles and forums for troubleshooting. Willingness to learn new technologies. Proactively address new and emerging problems. NIH Experience a plus. 3+ years of experience with OS X and Windows desktop support. Ability to pass a Public Trust Background Investigation to handle sensitive, non-classified data. EDUCATION/CERTIFICATIONS: Bachelor degree preferred or equivalent relevant experience Microsoft MCP, MCSA certification, Apple ACSP, CompTIA A+/Net+ or equivalent relevant experience.