Encantado Technical Solutions is currently seeking a Macintosh Support Tech Lead to support an IT program for the Department of Energy at Sandia National Laboratories.

Actual Duty Description:

Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems; analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction; collects, defines, and organizes detailed user requirements; defines, plans and deliverables for assigned projects; understands and complies with project budgets; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.

As the Tier III Field Services Technician, you will-be-asked to respond to service requests & incident management services, generated by the Service Desk & by customers. You will also serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.

* Resolve more complex issues escalated from the Service Desk & reported by the computing customer.

* Provide set up & medium-to-advanced troubleshooting of video conference equipment.

* Provide basic to advanced desk side support & troubleshooting skills for Windows & software applications. System administration for Windows desktop.

* Troubleshoot virtual desktops as required.

* Test application compatibility & support cyber initiatives.

* Other duties as assigned.

 Skills Required: as per the SR:

*A minimum of 3+ years of experience supporting Mac & Windows software & hardware in a heterogeneous, networked computing environment.

*Minimum of four years of experience of proven successful experience in a similar, fast paced customer services environment.

*Experience in system administration of Mac systems & OS X, including system installation & setup, account management, backup/restore of data, network printers, application installation and license management, as well as peripheral installations.

*Experience in Mac system administration & troubleshooting, including virtual machines.

*Intermediate to advanced desk side support & troubleshooting skills for Mac, Linux/Unix OS & applications (includes classified & unclassified support)

*Experience with Service Management tools tracking, updating & completing service requests and incident reports in a ticket tracking system designated by our client.

*You must be able to obtain & maintain a U.S. Govt. Security Clearance.

*Due to the nature of the work & the location of the position, U.S. Citizenship is required.

*A High School Diploma or a GED equivalent, is required.

Skills Desired:

*Experience testing, verifying and documenting changes to computer system equipment.

*IT Certifications (Apple Certs, CompTIA Certs, etc.) are strongly desired.

*Prior involvement with Jamf and Casper Suite, Big Sur, Catalina, Mojave, Sierra/High Sierra, etc., is strongly desired.

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.  

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.