Mac Specialist/Hardware Technician

Bethesda, MD

Full Time

Experienced

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.

We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.

JCS has been certified as a Great Place to Work four years in a row and was awarded as Washington Post’s Top Places to Work for 2024.

Our employees embody our core values, and we are looking for others who do too!

Customer Experience: Strive for excellence and delight our clients
Innovation: Embrace creative thinking to enable continual growth and powerful solutions
Accountability: Take ownership of and pride in our actions and service delivery
Inspire: Be inspired to be your best self and have fun in the process
Integrity: Do the right thing, the right way, every time!

Summary:

JCS Solutions LLC (JCS) is seeking a Mac Specialist/Hardware Technician. This role will provide second-tier support and interact with customers, network services, software, systems engineering to ensure seamless support and restore service and provide resolution. Simulates or recreates user problems for resolution.

The Mac Specialist/Hardware Technician works closely with asset management staff to oversee day-to-day inventory management including the development and enforcement of Standard Operating Procedures. Acts as an escalation point for support cases and works directly with both team leadership and federal technical leads to ensure timely resolution of support requests. Should possess skills in the following key areas including strategic thinking, multi-tasking, time management, planning and executing to a defined schedule. If you are interested in a challenge and a great working environment, apply today!

What you will do:

Responsibilities:
The specific duties include but are not necessarily limited to the following:

Support for Mac and Windows workstations and laptops, including monitors, tablets, printers, peripherals, and applications.
Computer and data security, including encryption and anti-virus updates.
Imaging management, including pre- and post-imaging procedures.
Workstation diagnostics and repair.
Configuring, maintaining, and troubleshooting printers and print clients.
Maintaining inventories of software, hardware, peripherals, and printer toner.
Configuring and troubleshooting user accounts including remote access.
Perform data management via spreadsheets, in Excel or Smartsheet, across various teams.
Cognizant of all relevant project schedules, risks, and tasks.
Create, document, and optimize Standard Operating Procedures.
Responsible for customer relationship management, collaborating professionally to resolve any issues and help the customer achieve their desired outcomes.
Provide appropriate documentation in the ServiceNow ticketing system; track and monitor SLAs on incidents and tasks.
Gather accurate information from customers on reported as well as emerging issues; prioritize, manage, and communicate on customer escalations and incidents as needed.

To be successful, you should have:

Desired Skills and Experience:

Prefer at least one of the following:
- Microsoft
  - Microsoft 365 Certified: Modern Desktop Administrator Associate
  - Microsoft Certified IT Professional
- CompTIA
  - A+ CE
  - Network+ CE
  - Security+ CE
ITILv4 Foundation or higher preferred
Three or more years of experience administering Active Directory
Three or more years of experience with Mobile Device Management (MDM) platforms like Ivanti, Microsoft InTune, Jamf, etc.
Familiarity with VOIP devices for hardware issuance and customer-facing upgrade efforts

Required Skills and Experience:

Must be a U.S. Citizen.
Ability to obtain a Public Trust
5 years or more experience in end user or desktop support roles with increasing responsibilities
Associate’s degree in a technical field such as Computer Science, Information Systems, IT, or related field. A high school diploma or GED, coupled with an additional 4 years of relevant experience, may be substituted for an Associate’s degree.
Four or more years’ experience in the role of an IT desktop technician supporting a Windows desktop/laptop environment
Three or more years’ experience with hands-on experience supporting the following Windows operating systems (Windows 7, 10) and future upgrades
Three or more years’ experience using ServiceNow or equivalent platform
MacBook/iMac experience is a plus
Strong knowledge of Bomgar or equivalent tool for providing remote support
Ability to lift 30 pounds
Strong communication skills, both oral and written
Strong skills in the following key areas: strategic thinking, multi-tasking, time management, planning, and executing to a defined schedule

It is JCS’ policy to promote equal employment opportunities and celebrate diversity. All qualified applicants will receive consideration for employment without regard to sex, race, color, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

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