What are the responsibilities and job description for the Desktop Support Technician - Level 3 position at Ovation Workplace Services Inc?
Job Description
- Imaging and deployment of Mac & Windows devices
• Troubleshoot macOS issues, recovery mode, Apple Silicon, system logs, and FileVault
• Support Jamf (policies, profiles, enrollment, patching)
• Provide Level 2 onsite support
• Handle IMAC activities (Install, Move, Add, Change)
• Perform hardware and software installations
• Smart-hands support for onsite teams
• Provide remote support for traveling or home-based users
• Troubleshoot BitLocker (Win) and FileVault (Mac)
• Maintain 5 cket resolution/day in ServiceNow
• Update asset details & maintain accurate inventory
• Support weekly/monthly inventory checks
• Assist with device refresh cycles
• Unbox, pack, and ship IT equipment
• Document incidents & resolutions in ServiceNow
• Perform data backup & restoration
What We’re Looking For
• 3 years of Desktop/Field Services experience
• Strong experience in macOS troubleshooting
• Knowledge of Mac hardware, peripherals,and OS-level issues
• Experience with Jamf Pro (preferred)
• Working knowledge of Windows 10/11 and Active Directory
• Strong communica on & customer interaction on skills
• Ability to work independently and within a team
• Comfortable in a fast-paced onsite environment
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law.
Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.
DISCLAIMER
This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.