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 - $52,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 8 years

Schedule:

• 8 hour shift

Experience:

• Desktop support: 4 years (Required)
• Mac Support: 4 years (Required)

Work Location: In person