TekSynap
Overview
We are seeking a
Desktop User Support (Windows & MAC)
personnel to perform various activities to support the success of the team in providing quality IT services to NICHD. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. Responsibilities
Configure and install Dell laptops and Apple MacBook Pro computers. Responsible for the configuration and setup of all standard/third party applications. Follow relevant procedures to resolve tasks and fulfill requests within agreed upon service level agreements (SLAs). Provide outstanding customer service both desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control. Assist with systems administration, troubleshooting, and resolutions. Prepare equipment for deployment and ensure compliance with security and operational policies and procedures. Diagnose and troubleshoot laptop and Apple MacBook Pro/iMACs. Consult with and instruct users on hardware and software questions/issues. Run diagnostic tests to isolate system problems and make recommendations for potential solutions for OS issues, MS-Office software, endpoint imaging, and installing macOS and Windows 10 images. Maintain and support conference room computers and audio/visual equipment. Respond to telephone calls, email, and dispatched requests for technical support. Document, track, and monitor problems to ensure timely resolution. Install, configure, and maintain Mac peripherals (printers, scanners) and other end-user equipment such as iPhones and iPads. Familiarity with macOS 10.14 or later and Windows 10 version 1909 or later is preferred. Minimum Requirements
Seven (7) or more years’ experience in the role of IT Helpdesk Manager. Five (5) or more years’ experience leading a team of 15+ desktop support technicians in organizations with 1,000+ staff. Five (5) or more years’ experience with Windows and Macintosh operating systems and future upgrades. Five (5) or more years’ experience with MS Office 365 (Word/PowerPoint/Excel). Three (3) years or more experience using ServiceNow with strong knowledge of reporting functions for ad hoc requests. Minimum Education
Bachelor’s Degree and Active/current PMP certification. Seven (7) years of applicable experience may be substituted for degree requirements. Related industry certification (HDI, ITIL, CMMI, etc.) is preferred. Work Environment and Physical Demands
Location: Bethesda, MD Type of environment: Office Noise level: Low Work schedule: Day shift Monday – Friday; may be required to work evenings and weekends to meet program and contract needs. Travel: Less than 10% Physical demands: Regularly lift up to 10 pounds; may lift up to 25 and up to 50 pounds. Vision requirements described. Security Clearance
Must be able to successfully obtain Public Trust. Other Information
Please note this job description is not exhaustive. TekSynap is a drug-free workplace and may conduct drug testing as required by law. Equal Employment Opportunity: TekSynap provides equal opportunity to all job seekers. If you need a reasonable accommodation, please contact hr@teksynap.com.
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We are seeking a
Desktop User Support (Windows & MAC)
personnel to perform various activities to support the success of the team in providing quality IT services to NICHD. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. Responsibilities
Configure and install Dell laptops and Apple MacBook Pro computers. Responsible for the configuration and setup of all standard/third party applications. Follow relevant procedures to resolve tasks and fulfill requests within agreed upon service level agreements (SLAs). Provide outstanding customer service both desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control. Assist with systems administration, troubleshooting, and resolutions. Prepare equipment for deployment and ensure compliance with security and operational policies and procedures. Diagnose and troubleshoot laptop and Apple MacBook Pro/iMACs. Consult with and instruct users on hardware and software questions/issues. Run diagnostic tests to isolate system problems and make recommendations for potential solutions for OS issues, MS-Office software, endpoint imaging, and installing macOS and Windows 10 images. Maintain and support conference room computers and audio/visual equipment. Respond to telephone calls, email, and dispatched requests for technical support. Document, track, and monitor problems to ensure timely resolution. Install, configure, and maintain Mac peripherals (printers, scanners) and other end-user equipment such as iPhones and iPads. Familiarity with macOS 10.14 or later and Windows 10 version 1909 or later is preferred. Minimum Requirements
Seven (7) or more years’ experience in the role of IT Helpdesk Manager. Five (5) or more years’ experience leading a team of 15+ desktop support technicians in organizations with 1,000+ staff. Five (5) or more years’ experience with Windows and Macintosh operating systems and future upgrades. Five (5) or more years’ experience with MS Office 365 (Word/PowerPoint/Excel). Three (3) years or more experience using ServiceNow with strong knowledge of reporting functions for ad hoc requests. Minimum Education
Bachelor’s Degree and Active/current PMP certification. Seven (7) years of applicable experience may be substituted for degree requirements. Related industry certification (HDI, ITIL, CMMI, etc.) is preferred. Work Environment and Physical Demands
Location: Bethesda, MD Type of environment: Office Noise level: Low Work schedule: Day shift Monday – Friday; may be required to work evenings and weekends to meet program and contract needs. Travel: Less than 10% Physical demands: Regularly lift up to 10 pounds; may lift up to 25 and up to 50 pounds. Vision requirements described. Security Clearance
Must be able to successfully obtain Public Trust. Other Information
Please note this job description is not exhaustive. TekSynap is a drug-free workplace and may conduct drug testing as required by law. Equal Employment Opportunity: TekSynap provides equal opportunity to all job seekers. If you need a reasonable accommodation, please contact hr@teksynap.com.
#J-18808-Ljbffr