Service Desk Senior Support / Mac Engineer
Job Description:
NetImpact Strategies is seeking a Service Desk Senior Support Engineer who is highly skilled, with expertise in providing exceptional technical support for macOS environments. This individual should be experienced in troubleshooting and resolving complex issues related to hardware, software, networking, and applications in Mac-based systems.They should be proficient in managing user accounts, software installations, system configurations, and maintaining Apple devices in corporate environments, and should be adept at providing both remote and on-site support. This position must maintain strong interactions with end-users with excellent communication skills and they should be knowledgeable in supporting cross-platform integrations, ensuring that Mac devices adhere to organizational security policies, delivering timely and high-quality solutions to end-users.
This is on site role, located in Bethesda, MD.
Responsibilities:
- Provide expert-level troubleshooting for macOS, Windows, and Linux operating systems.
- Address wired and wireless network access issues for desktops, laptops, mobile devices, and printers.
- Develop and execute a support plan tailored to the needs of the agency’s Administrative and Scientific communities, ensuring specialized assistance for scientific personnel and equipment.
- Ensure adherence to the agency Incident, Change, and Problem Management Processes.
- Monitor service requests and incidents, identifying trends, root causes, and recurring issues, and implementing mitigating strategies.
- Coordinate service requests involving other IT support teams, and hardware/software vendors.
- Maintain professional, customer-focused communication in plain language with customers, third-party IT providers, and other IT teams.
- Perform basic hardware repairs, such as replacing components, and coordinate with equipment vendors for warranty or fee-based repairs.
- Support end users and guests with multimedia and video teleconferencing equipment, including AV capabilities for conference rooms.
- Provide on-site support for conferences and events, including high-profile training sessions and program planning meetings
Qualifications:
Required- Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 3+ years of experience in a service desk or IT support role with a focus on Mac systems.
- Apple Certified Support Professional (ACSP)
- Apple Certified Macintosh Technician (ACMT)
- Previous Federal Consulting Experience
#LI-Onsite
About Us:
Perks of working at NetImpact Strategies- Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
- Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
- Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
- Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
- Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
- Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
- Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!
ABOUT US
NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change.As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements.
We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.
ACCESSIBILITY NOTE
NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability.Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact.
If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com.
EQUAL OPPORTUNITY EMPLOYER
NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities.NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").