The AM Agency
Mac/Windows Specialist Advanced Tec

Mac/Windows Specialist Advanced Technical Support

Must be a US Citizen

**This position will require you to support VIP (White Glove) users. Excellent customer service is required.

***Must be able to work with both Mac and Windows environments.

Responsibilities

  • Advanced Outlook Email Support
  • Operational support and troubleshooting of enterprise installations of WLAN/LAN specifically Cisco switches, Cisco VoIP, Cisco WLAN
  • Lincpass Support
  • Broadband Card and Wireless Connectivity
  • Advanced Printing needs
  • Advanced MS Office Application Support
  • Supported BYOC / BYOD
  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard call center procedures
  • Log all help desk interactions
  • Redirect problems to appropriate resource
  • Identify and escalate situations requiring urgent attention
  • Prepare status reports
  • Stay current with system information, changes and updates
  • Support moving of technical hardware
  • Create/delete/modify Active Directory user accounts
  • Create email accounts

Education and Experience

  • Mac and Apple products
  • College degree in related technical / business areas or equivalent work experience
  • Experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines
  • Advanced MS Office Application Support
  • Experience with mobile devices
  • Experience with network printing
  • Experience with DNS, TCP/IP, DHCP
  • Cisco network equipment
  • Experience in customer service a must
  • 4 year degree or industry certifications such as A+, CCNA, MCSE, etc.
  • 4+ yrs of End User support

Knowledge, Skills and Abilities:

  • Excellent problem solving / analytical skills and knowledge of analytical tools
  • Excellent written and verbal communication skills
  • Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
  • Knowledge of ITIL, Six Sigma, CMM and/or other relevant methodologies.
  • PowerShell scripting a plus.
  • Knowledge of VOIP/ MAC OS
  • Ability to diagnose and resolve complex technical problems.

PUBLIC TRUST, US Citizen, Clean Background (financial and criminal)

Job Category: IT
Job Type: Full Time
Job Location: Washington DC

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