The selected candidate will perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops, laptops and tablets. Among other tasks, he/she will carry out the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.
· Perform Installs, Moves, Adds and Changes (IMACD’s) of hardware and software
· Proven work experience as Apple MAC Technician or similar role etc.
· Hands on with MAC Deployment Services like JAMF or Airwatch.
· Hands-on experience With Microsoft Intune deployment and management.
· Hands-on experience with All MAC Operating Systems environments for troubleshooting.
· Good understanding of scripting for Mac devices.
· Become familiar with company’s infrastructure, key contacts, and escalations procedures as relates to other teams in the business
· Demonstrate outstanding understanding and communication skills when working with clients
· Perform break-fix support for a wide range of hardware, software and mobility issues
· Knowledge of popular operating systems, software applications, and remote connection systems.
· Sales support during business hrs. and outside business hrs. ( weekends, holidays)
· Supporting user needs related to desktops, laptops, mobile devices, printers, VOIP phones and the like for both in office and home/remote office needs
· Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes
· Working in concert with internal IT teams to ensure the highest level of service delivery to user community
· Installing and maintaining hardware and computer peripherals.
· Installing and upgrading operating systems and computer software.
· Troubleshooting and maintaining Mobile Devices.
· Proven work experience with SCCM/Intune – Good to have
· Mobile Device Management - Good to have
· Mac OS knowledge - Good to have
· Experience with endpoint management software platforms, desktop provisioning technologies and PXE
· Proficiency with Windows printing and scanning operations, including installation and support of network and office devices
· Proficiency with mobile devices, including enterprise software activation, troubleshooting and support
· Strong customer service and communication skills
· The ability to work in a fast paced environment, coordinating workflow and multiple tickets/tasks
Preferred Skills and common tasks on the job
· Experience-based Windows 10 support and Apple Devices
o BitLocker encryption
o Configuration/imaging
o Crash/BSOD resolution
o Installation environment
o General Windows OS & iOS troubleshooting
o AirWatch for Apple
· Hardware support and troubleshooting
o Troubleshooting hardware issues
o Replacing desktop/laptop hardware
o Installation of peripheral devices
· Microsoft Office proficiency
o Proficiency in Word, Excel, Skype, Outlook, Access, PowerPoint (usage and support)
o Visio, Project (support)
o Able to create documentation and contribute to KB articles
o O365 support
· Basic network troubleshooting
o Experience working with basic network hardware (switches)
o Troubleshooting connectivity issues
o Thorough understanding of wireless/wired networks
· Customer service skills
o Comfortable working with people in a professional setting
o Able to provide a calming demeanor with the customer to reach a positive conclusion
Job Type: Full-time
Pay: $35,000.00 - $58,240.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Experience:
- Desktop support: 4 years (Required)
- Mac Support: 4 years (Required)
Work Location: In person