MAC Desktop Support Specialist

Req ID: 249224

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a MAC Desktop Support Specialist to join our team in Washington, District of Columbia (US-DC), United States (US).

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a MAC OS Desktop Support Specialist Mac Technician to join our team in Washington, D.C., United States.

Job Duties:

• Primary focus will be on the desktop / laptop devices with a Mac Operating System and secondary focus will be windows OS.
• The Mac Desktop Support specialist is responsible for reporting onsite in Washington DC, handling technical support requests from end users as well as from our Service Desk.
• Maintain Apple desktop computers, printers, and other software and hardware peripherals
• Triage and provide timely and effective on-the-spot resolution or accurate escalation, including complete ("tell the full story") documentation of work performed and resolution in the Service Desk ticketing system including any requests for assistance from walk-up staff on software, hardware, and operating systems and/or other services as required
• Maintain accurate CMDB entries for assigned tickets or tasks
• Responsible to fully manage (e.g., track, record, organize, maintain, reorder, etc.) a cache of end user, commonly used, inventory items
• Provide timely and accurate monitoring and communication of the operational status of client systems, applications, and services related to walk-up support services
• Provide timely and accurate trend analysis and demand forecasting of walk-up Service Desk support requirements based on Service Desk ticketing system data and knowledgebase
• Provide staffing support for various walk-up based customer service and desktop support related projects, including but not limited to software upgrades, hardware upgrades/migrations, cloud-based services implementations, new application deployments, security remediation, workstation retirement, migrations, and research and development initiatives
• Author, maintain, update, and develop new content for the knowledgebase
• Provide timely and effective technical support to walk-up users on supported software, hardware, and operating systems (Macintosh, Windows, and Linux) to include installation, special configuration, maintenance, troubleshooting, and processing of surplus hardware according to guidelines
• Provide for accurate, complete, and timely documentation, recording, and reporting of all technical support-related activities, issues, and outcomes in the ticketing system in accordance with standard operating procedures (SOP) and approved practices
• Responsible to maintain accurate CMDB entries for assigned tickets or tasks

Basic Qualifications:

• Active Interim Secret Clearance required
• Bachelor of Science degree or equivalent combination of education and work experience
• Minimum of 5 years of experience in Desktop support for Mac operating systems in an Enterprise environment.

Preferred Qualifications:

• Outstanding verbal and written communication skills
• AirWatch experience
• Ability to manage and prioritize, track, and resolve multiple ongoing tickets/tasks/assignments with minimal oversight

#FEDSEC

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.