Desktop (Mac) Technician

Provide day-to-day technical support for Mac system hardware, software, and peripherals. Provide deskside assistance in resolving end user technology issues. Perform installations, troubleshooting, repairs, upgrades, backups, and other maintenance tasks on Mac platforms. Experience working with Apple systems including the MacBook series, iMac series, iPad, and iPhones in an enterprise environment. Support MS Office and other end user applications. Ensure workstation security compliance, patching, virus and malware removal, and data recovery from failed hard drives and corrupted files. Experience supporting remote access and remote desktop system management using Altiris/Symantec Endpoint Management. Recommend hardware and software solutions, including new acquisitions and upgrades.

Required Experience

• Requires a high school diploma/GED and a minimum of six years of IT experience, of which at least three years must be specialized in troubleshooting, configuring, and administering Mac systems.

• Deep knowledge of Mac OS X, macOS, Mac iOS, Windows OS and MS Office is required.

• Strong troubleshooting and problem-solving skills are required.

• ITSM ticketing system experience required, ServiceNow experience is preferred.

• Mac support experience is a plus.

• Must have a positive and patient customer service attitude.

• Demonstrated ability to effectively communicate orally and in writing.

• Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

• ACSP certification required.

• ACMT, A+, certifications are a plus.

• Must be able to obtain agency suitability clearance.