Job Description

Job Description

Job Description

Salary: $60-75,000

JLAN Solutions is a Washington, DC-based woman-owned, 8(a) certified government consulting firm dedicated to delivering top-tier solutions for federal government contracts. We're a small team of employees and are seeking a Sr. IT Support Specialist to join our team at the Department of Transportation on a full-time basis.

Location : This role is onsite and requires the incumbent to work at the customer site M-F. 

What you'll be doing:

• Troubleshoot complex and advanced end-user issues with hardware and software in a diverse MS Windows environment
• Provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software
  
• Hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities
• Provide updates in ITSM system to document problem resolution progress and meet SLAs
• Escalation point for Junior and Mid-level desk side engineers
• Troubleshoot complex issues that were unable to be remediated by junior and mid-level engineers
• Update status of queued service requests with the IT service management system

Qualifications: 

• Deskside support Engineer with a minimum of 7+ years of experience providing desk side support
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration
• Degree in Computer Science or related field; High School Diploma may be substituted with 6 additional years of related experience
• HDI Technical Support Professional required within six (6) months of employment
• 5+ years of experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom 

Preferred Qualifications: 

• Understanding of the MAC OS Imaging process using JAMF preferred
• Familiarity with Remedy and Service Now a plus

SALARY: Negotiable depending on experience and education levels. JLAN offers a full benefits package including 401(k) match, vision, health and dental.

JLAN Solutions is an equal opportunity/affirmative action employer and does not discriminate against any applicant for employment on the basis of race, color, ethnic background, religion, sex, sexual orientation, marital status, age, national origin, veteran status, physical impairment or other characteristics protected by law.

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