Mac Support Specialist – Tier 2 in Washington, DC at General Dynamics Information Technology

Date Posted: 6/22/2020

Job Snapshot

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    Not Specified
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Job Description

Provide technical assistance to computer system users. Answer questions and resolves computer problems; provide assistance concerning computer hardware and software including printing, office tools, emails Apple/Mac and Windows Operating Systems. Perform mid-level computer related troubleshooting and maintenance including virus removal/password resets/email setup/software installs. Perform other services and various assignments related to the function of the Help Desk. The candidate must be able to organize, multitask, and provide quality customer service.

Additional Roles and Responsibilities:

  • On-site and remotely diagnose PC errors provided technical support over the telephone or internet.
  • Troubleshoot software, hardware and network issues
  • Configure and upgrade PC software and operating systems
  • Loading OS images on Mac Laptop and Desktops
  • Desktop support which includes hardware to software repairs or installing
  • Previous experience working in a call center is required. Technical support is preferred.
  • General knowledge and understanding of all Apple products.
  • Provide friendly and helpful customer service as first point of contact
  • Provide Phone support desktop and laptop customers in house and remotely Installing, maintaining, and upgrading laptops, workstations and software, mobile devices, printers, copiers and fax machines
  • Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
  • Provide reporting and ticketing information
  • Maintain working knowledge of products and/or services
  • Prepare reports and correspondence as needed.
  • Enter and track activity and user information within trouble ticketing system.
  • Perform other duties as assigned by supervisor
  • Commitment to excellence and high standards.
  • Strong organizational skills; able to manage priorities and workflow.
  • Troubleshoot problem areas in a timely and accurate fashion.
  • Maintain and improve quality results by adhering to established processes, procedures and guidelines
  • Recommend improved procedures for CSC responsibilities
  • Inform and educate clients by explaining procedures; answering questions; providing information

 Skills Required:

  • Demonstrate good social skills in a professional environment
  • Work in a team environment
  • Excellent Verbal Communication
  • Phone Skills
  • Data Entry Skills
  • Customer Focus and Service
  • Attention to Detail
  • Multi-tasking

Certifications Desired:

  • Apple Hardware certification is preferred
  • ITIL Foundations
  • HDI certification
  • Security+ 
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.