Job Overview:The Desktop Support team monitors and maintains the hardware and software configurations on the individual or group end user level. The team installs and configures individual computer desktops, printers, phones, or other needed computer peripherals. The team monitors and delegates each user onto the appropriate networks and servers and resolves any connectivity issues.Under some supervision, the Desktop Support Technician Level 2 resolves basic and routine computer installation requests. This includes but is not limited to Mac/PC, monitor, or phone replacement, printer or scanner fixes, software installations, etc. The Level 2 Technician coordinates the implementation of companywide hardware or software deployments. In addition to primarily supporting the Mac devices, support for Windows platforms (secondary) is required.The Level 2 technician records and accurately documents inventory levels of hardware with every installation request. Total asset management is required as additional hardware or license agreement purchasing may be needed. Essential Responsibilities:Develops processes and procedures for desktop supportResearches, documents, and establishes requirements for software/hardware functionalityReceives requests through internal JIRA systemInstalls and fixes advanced Mac hardware devices in the corporate and store locationsConfigure, installs, and supports Apple computers, printers, monitors, portable data storage devices, and other general peripheralsHeavy emphasis on supporting Mac platformImplements specific desktop and thin client computers with appropriate Mac/PC imagingInterface and experience with JAMF to administer and support Apple devicesMaintain the security of the macOS estate through security patches, and best-practice configuration of macOS’ in-built security features.Coordinates the implementation of companywide hardware or software deploymentsProvide support for the deployment of Adobe CC and other Mac specific software for use by corporate staffMaintain knowledge of Windows Operating Systems, and be able to offer support to users of these platforms as necessaryMaintenance of IT Lab areas, wiring closets, and storage roomsPlaces orders and takes delivery of inventory as directedProvide white-glove service for VIP's for all incidents, service requests, etcContribute current technical information and best practices concerning proprietary applicationsPreferred Education, Experience, and Licenses:Minimum 3 years of experience in an IT role supporting Apple MacOS desktopsAlready certified or desire to become certified in MacOS, iOS and other hardwareExperience with installation of major computer components and softwareSpecific Knowledge, Skills and Abilities: Knowledge of various operating systems such as MacOS, Windows, etcUnderstanding of major computer components and installation requirementsUnderstanding of resolutions to common software errorsArticulate communicator, and professional phone demeanorDetail-oriented, and quick and analytical thinkerKnowledge of B&H policies and procedures