Help Desk Engineer

We are seeking a customer-focused Tier 1 Onsite Engineer with strong experience supporting Apple macOS systems in a business or enterprise environment. The ideal candidate will provide hands-on technical support, perform troubleshooting, and assist with day-to-day IT operations for end users. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering high-quality technical service.

Essential Duties and Responsibilities:

• Maintain daily ticketing system updates

• Accurately analyze severity of problems and escalate according to set procedures

• Assist in the resolution of customer and employee support issues

• Research, resolve and respond to questions received via email, chat, and telephone tickets

• Acquire and maintain current knowledge of relevant products (software and hardware), support policies, and Apple/macOS ecosystem tools

• Provide onsite Level 1 support for macOS hardware, software, and peripherals

• Troubleshoot macOS issues including login problems, application errors, OS performance, and connectivity

• Assist with setup, configuration, and deployment of Apple devices using Apple Business Manager (ABM) and MDM tools (Jamf, Mosyle, Kandji, Intune, etc.)

• Install, update, and maintain software applications; assist with OS upgrades and device compliance

• Support basic Windows desktop issues as needed

• Perform hardware diagnostics and coordinate Apple warranty repairs

• Assist with printer, scanner, tablet, mobile device, and peripheral configuration

• Support end-user applications including Microsoft 365, Google Workspace, Adobe Creative Suite, and Final Cut

• Assist with wireless and VPN configuration on Apple devices

• Knowledge of basic system administration functions

• Assist in developing and maintaining a problem-resolution knowledge base

• Participate in team projects that enhance the quality or efficiency of Help Desk services

• Attend training sessions and occasionally assist in delivering training

• Communicate professionally with Help Desk team members and other departments

• Report system and personnel problems to appropriate individuals

• Coordinate workload with other Help Desk Engineers and Managers

• Provide excellent onsite customer service with professionalism and clarity

Required Background and Qualifications

• Aptitude for providing excellent customer service

• Ability to interact professionally and courteously with users, including in stressful situations

• Excellent written and verbal communication skills, strong problem-solving abilities, and proper telephone etiquette

• Ability to leverage IT remote support tools to assist end users

• Ability to follow Help Desk standards, guidelines, and assist others in interpreting policy

• Ability to handle 20–30 inbound tickets daily in a fast-paced environment

• Maintenance, support, and troubleshooting of macOS and Windows platforms

• Support and troubleshooting of associated peripherals (printers, scanners, cameras, phones, tablets)

• End-user application support for MS Office, Google Workspace, Adobe Creative Suite, Final Cut, and common macOS applications (Finder, Mail, Safari, etc.)

• Basic networking knowledge including Wi-Fi, TCP/IP, and VPN fundamentals

• Ability to perform device provisioning, imaging, and enrollment for Apple devices

Desired Skills

• Experience troubleshooting websites and browser-related issues

• Knowledge of UNIX/macOS command line

• Experience installing, configuring, and troubleshooting wireless and VPN access on macOS

• Experience with Apple Business Manager, DEP, and VPP

• Familiarity with Mobile Device Management solutions (Jamf, Mosyle, Kandji, Intune)

• Familiarity with Ubiquiti UniFi WiFi equipment

• Knowledge of security best practices

• Understanding of basic network concepts and technologies

• Working knowledge of TCP/IP

• Knowledge of Salesforce

• Experience with ticketing systems (Zendesk, Freshdesk, ConnectWise, Autotask, ServiceNow, etc.)