Imac technician job description

a. 01 L1 Interview w/ LTI (Mandatory)

b. 01 L2 Interview w/ LTI (Optional on need basis)

c. 01 Client Interview

Job Description:

Apple Device Technician to provide onsite Tier II support such as perform device imaging, configuration, deployment and installation; troubleshoot issues identified by iPhone, iPad users, and implement corrective actions.

This position will analyze problems that indicate systemic issues, recommend solutions, and escalate all the issues that cannot be resolved to Tier3 or to Apple.

Analyze and resolve problems in the Apple devices computing environment on-site, over the telephone or using remote control software.

Troubleshoot any problems or issues that arise with Apple Device and Mac desktops/laptops from the network drop up to and including the desktop/laptop.

Prioritize remediation of systems infected with viruses or other malware. Administer Mac OS.

Provide system administrative support for the Mac OS and various Apple tools and applications. Maintain MS Office Suite programs in operable condition.

Manage the Symantec Enterprise Protection clients. Administer and troubleshoot local and network printers (Lasers and Inkjet), scanners connection to Apple devices.

Respond to alert notification or escalation of an issue.

Determine the probable cause of the issue and take the appropriate intervention action(s) to restore the Apple Device to operational status. Image, re-image OS for Apple devices.

Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop.

Create and distribute ""clean-up kits"" (including instructions and other user documentation) for Mac remote laptops. Load, configure, and update Virtual Private Network (VPN) and VA Remote Access Security Compliance Update Environment (RESCUE) software on desktop/laptop.

Provide lessons learned as input to the evolution of standard processes.

Disconnect and/or reconnect desktop and peripherals in support of office moves.

Set up hardware and loading software to support meetings and training classes at all Client sites. Monitor, triage and sort tickets in the ticketing system and assign to the appropriate groups. 3-5 years of related support.

Excellent people and communications skill.

Apple Certified Support Professional (ACSP); mac OS Mojave 10.14.6 or higher, a plus.

Position requires individual to be vaccinated for COVID-19. Position requires proof of Covid-19 full vaccination status

SAIC is hiring an IMAC Technician (Install, Move, Add, and Change) to support our federal Health & Human Services client in Washington, DC.
We are looking for two candidates who can working our evening shift hours, 3pm-11pm.

**Job Description:**

The IMAC technician will provide ongoing support by executing some, or all, of the following day-to-day on-site activities:

+ Imaging Dell laptops

+ Loading Software (SW) on imaged laptops; install and maintain computer software on users' devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection

+ Box, label, ship, track prepared laptops

+ Manage incident and/or task requests within ServiceNow (SN) to include managing ticket queue(s), updating tickets with detailed notes, assign/re-assign tickets, closing tickets

+ Ticket 'ownership', cradle-to-grave ownership of all assigned SN tickets

+ Effectively and courteously interface with customers either face-to-face, telephone, MS Teams, or other collaborative/communication tools

+ Configure iPhones

+ Lead MEM (Microsoft Endpoint Manager) enrollments for Mobile Device Management

+ Perform asset inventories by identifying and labeling IT equipment according to documented standards and update inventory control systems as required.

+ Provides occasional off- hours on-site support for planned maintenance work, unplanned support issues; or to meet customer SLAs.

Knowledge of and/or Ability to:

+ Active Directory account management implementation and administration

+ Microsoft Exchange/Office365 use and/or administration

+ Microsoft Windows OS planning and roll out in enterprise environment

+ Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones

+ Conduct user training on approved software and hardware on an as required basis

+ Incident response and client response coordination for hardware and other IT Operations related failures

+ Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance and compliance

+ Perform routine IT system administration, including health checks and supporting incident resolution

**Qualifications**

**Required:**

+ College degree not required, but preferred

+ Experience with ServiceNow

+ 5+ years hands-on IT experience (HW and SW)

+ Mobile Device Management (MDM) iPhone configuration

+ Able to attain and maintain Public Trust

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
REQNUMBER: 2214171

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability