Job Description

Our Client is seeking a Senior Desktop Technical Lead to support a government client in Bethesda, MD. A successful candidate will have experience and advanced competency supporting Macintosh computers in an enterprise environment including superb aptitude with Mac configuration management, client security, client networking, and troubleshooting (applications, OS, hardware). Candidates should also be proficient with troubleshooting and supporting Windows clients. Linux workstations support experience is preferred.

This position will provide technical leadership (not managerial supervision) to members of the desktop support team. This position will provide mentorship and be responsible for growing analytical and methodical troubleshooting in others. The position will raise teammates technical knowledge with Mac computing and the configurations / support requirements of the customer.

The position requires interacting directly with customers, especially for the most challenging and high-profile technical issues. Candidate should be strong with listening and understanding customers and be able to serve as a model to other technicians.

This position will provide process analysis and process improvement suggestions on technical operations. The candidate must be able to document processes and train others on support procedures.

Responsibilities

* Provide technical leadership and escalation support to a team of technicians supporting Mac, Windows and Unix workstations and laptops, including monitors, tablets, printers, peripherals, and applications.

* Provide technical oversight of the other desktop support technicians focusing in improving troubleshooting and providing process guidance.

* Thorough and methodical technical troubleshooting ensuring accurate problem diagnosis.

* Provide direct customer support as assigned.

* Provide process analysis and process improvements as required or needed.

* Provide feedback and insights to Mac/Jamf Configuration Management admins on requirements of the deskside team and the end users to ensure alignment between the deskside support group and the configuration management team.

* Thorough record keeping and documentation as required.

* Other projects, and duties as may be required or assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

* Five (5) or more years' experience in IT support or IT operations, at least one year of which must be leading a team or supervisory experience

* Three (3) or more years' experience as a Mac Support specialist in a large enterprise or government agency or equivalent environment, possessing advance Mac configuration and support experience and knowledge

* Strong knowledge of Bomgar or equivalent tool for remote support is required

* Must be able to lift 30 pounds * Four (4) or more years' experience in the role of an IT Desktop technician supporting a Mac environment

* Two (2) or more years' experience with Jamf

* Two (2) or more years' experience with MS Office 365

* Two (2) or more years' experience using ServiceNow or equivalent platform

* Apple Certified Associate certification

* Automation of backups from Linux, Windows, Mac or scientific machines

* Command-line experience on Linux and/or Mac

* High-performance computing and/or programming experience in R or Python

Education

Associate degree or equivalent experience null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.