Desktop Systems Engineer (Mac)

Position Summary: The Desktop Systems Engineer (Mac) - serves as an escalation resource for the client Help Desk and computer user community, administering central desktop management services such as JAMF Pro for macOS. Key responsibilities include provisioning and deploying computers, performing desktop software deployments, patching systems, managing centralized antivirus, group policy, and security endpoints for all client desktop systems. The role involves coordinating with various client technical staff and office automation network administration staff, reporting progress, developing tools, and preparing system documentation. Additionally, Desktop Systems Engineers monitor and respond to application and system alerts, coordinate communications during major incidents, and record problem investigations in the client portal, JIRA, or designated systems promptly.

Key Responsibilities

• Administer central desktop management services (e.g., JAMF Pro for macOS) for provisioning and deploying computers.
• Perform desktop software deployments, desktop system patching, centralized antivirus management, group policy management, and security endpoint management.
• Coordinate with client technical staff and office automation network administration staff on relevant issues.
• Develop tools for system-wide use in developing applications and prepare comprehensive system documentation.
• Monitor and respond to application and system alerts according to established monitoring plans.
• Coordinate communication channels during major incidents and record problem investigations in the client Portal, JIRA, or designated systems promptly.
• Provide support for computers, wireless devices, and other IT equipment through in-person, remote control, phone, and automated IT support.
• Establish and follow an escalation SOP for all tickets, accurately documenting incidents reported by customers and resolving or escalating issues as needed.
• Utilize management tools such as KACE, HCL BigFix, JAMF Pro, Microsoft Active Directory, Active Roles, Group Policy, McAfee ePolicy Orchestrator, Bomgar, Druva, and Whole Disk Encryption to manage client laptops, desktops, and workstations.
• Keep current and accurate records of all end-user IT support activities, actions, and solutions in the client and other designated IT support systems.
• Provide ongoing technical and interpersonal training for technicians to ensure consistency in troubleshooting skills and customer service.
• Staff technicians in designated locations to ensure coverage during core business hours.
• Establish and maintain good customer relations with all stakeholders, including customers, managers, administrators, vendors, and other service providers.
• Learn how client manages users, groups, and permissions, and create and review SOPs periodically.
• Configure, install, and support desktop computers, mobile devices, printers, monitors, portable data storage devices, and other peripherals.
• Troubleshoot and resolve issues with desktop and laptop computers, mobile devices, printers, monitors, portable data storage devices, thin clients, and peripherals.
• Write ad-hoc technical instructions for non-technical users and document steps performed during issue resolution in the ticketing system.Assist with the setup, relocation, and breakdown of IT equipment during staff moves.
• Provide end-user support for Unified Communication technologies and track/report equipment moves.
• Sanitize computers to remove data per policies and support the annual replacement of client computers.
• Ensure IT devices are securely configured, connected to networks, and kept updated with software and security patches.
• Diagnose and communicate hardware and software failures and remediation plans to users, providing status updates.
• Proactively test and troubleshoot non-critical problems during downtime.
• Support software installation, provide user support for client applications, and offer suggestions to improve processes or technical solutions.
• Refine and maintain IT support procedures and guidelines, reviewing and updating them quarterly
• Maintain a list of relevant points of contact and contribute to continuous process improvement reports.
• Assist in fact-finding, service performance reporting, and help desk knowledge base development.
• Analyze customer trouble reports and develop troubleshooting and support guides.
• Comply with information security policies, supporting security aspects of workstations and print operations, responding to incident alerts, and implementing security measures.
• Provide support for encrypted messaging, authentication, and digital signature capabilities, and work with the client on security incidents.
• Provide conference room and virtual meeting support, including video conferencing and audiovisual equipment, and enhance virtual conference experiences using tools such as Cisco WebEx, Microsoft Skype for Business, Microsoft Teams, and Zoom for Government
• Conduct system-level testing of core software images and manage networked print queues and Active Directory.
• Identify, track, and resolve security vulnerabilities, providing security remediation for client systems.
  
  

Qualifications

• Bachelor’s degree with at least five (5) years of relevant work experience in IT customer support, OR Associate degree or H.S. diploma with at least seven (7) years of relevant work experience
• Level 5 (NACIC) security clearance, or ability to obtain it within six (6) months of contract award
• ITIL v3 Foundation Certificate in IT Service Management
• Must hold one or more of the following certifications: MSCE: Microsoft Certified Solutions Expert (current or current version -1), JAMF Certified Expert (current or current version -1), GSEC: GIAC Security Essentials, GCWN: GIAC Certified Windows Security Administrator, Certified Information Systems Security Professional (CISSP)
  
  

Compensation And Benefits

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.