Mac Technical Support Specialist

What You'll Do

• Expert user Support for Apple devices and Mac laptops (MacOS and iOS)
• Deskside support for approximately 100 internal users
• Remote support for approximately 50 offsite users (local and global offices) via phone or remote assistance
• Aid with onboarding new users, configuring Apple devices, and integrating them into company systems
• Set up iPhones and Mac Outlook to synchronize to M365 Exchange
• Support with various Apple devices (iPhones/iPad/Apple watch)
• Install, configure, troubleshoot and customize M365 Outlook for Mac per user’s preferences
• Track and monitor existing and potential computer problems. Analyze, research, and assist with resolving technical problems with software and hardware
• Maintain hardware and software asset library for the IT department
• Manage multiple helpdesk requests for assistance concerning desktop, laptop, printer and other computer related problems
• Provide training to end-users on the effective use of Apple products and software, helping them maximize productivity
• Take ownership of tasks and follows through to ensure complete resolution
• Develop desktop procedures and training guides
• Network Administration/Engineering Duties
• User/Group Administration tasks including adding new users, groups, and rights using Active Directory for Mac laptops using Jamf
• Administer and configure enterprise-level Apple services (e.g., Apple Business Manager, Apple School Manager)
• Develop and maintain device imaging and provisioning processes to streamline new device setup
• Microsoft 365 E-mail Support including add/remove users, distribution list, and archiving of e-mails
• Regular monitoring/response on cybersecurity alerts/notifications
• Support and troubleshoot VPN for Mac client issues
• Maintain Mac Network Printing. Includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as needed
• Assist in installing/configuring wireless network solutions
• Preliminary support functions in internal web application
• Assist IT Manager in various network administration and monitoring activities

How you will contribute

Expert user Support for Apple devices and Mac laptops (MacOS and iOS)
Deskside support for approximately 100 internal users
Remote support for approximately 50 offsite users (local and global offices) via phone or remote assistance
Aid with onboarding new users, configuring Apple devices, and integrating them into company systems
Set up iPhones and Mac Outlook to synchronize to M365 Exchange
Support with various Apple devices (iPhones/iPad/Apple watch)
Install, configure, troubleshoot and customize M365 Outlook for Mac per user’s preferences
Track and monitor existing and potential computer problems. Analyze, research, and assist with resolving technical problems with software and hardware
Maintain hardware and software asset library for the IT department
Manage multiple helpdesk requests for assistance concerning desktop, laptop, printer and other computer related problems
Provide training to end-users on the effective use of Apple products and software, helping them maximize productivity
Take ownership of tasks and follows through to ensure complete resolution
Develop desktop procedures and training guides
Network Administration/Engineering Duties
User/Group Administration tasks including adding new users, groups, and rights using Active Directory for Mac laptops using Jamf
Administer and configure enterprise-level Apple services (e.g., Apple Business Manager, Apple School Manager)
Develop and maintain device imaging and provisioning processes to streamline new device setup
Microsoft 365 E-mail Support including add/remove users, distribution list, and archiving of e-mails
Regular monitoring/response on cybersecurity alerts/notifications
Support and troubleshoot VPN for Mac client issues
Maintain Mac Network Printing. Includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as needed
Assist in installing/configuring wireless network solutions
Preliminary support functions in internal web application
Assist IT Manager in various network administration and monitoring activities

Qualifications

• Apple Certification - ACMT or similar, desired
• Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with a minimum of 4 years of experience
• 5+ years of experience as an Apple specialist desktop support role supporting iOS devices
• 5+ years in supporting Mac computers in a networked environment
• 3+ years of Microsoft/Office 365 and above and Microsoft Azure/Active Directory experience
• Knowledge of Windows Server 2012/2016 OS interoperability with Mac computers
• Expert Desktop support skills with emphasis in MAC OS X operating systems
• Deep knowledge of macOS, iOS, Apple hardware, and associated software applications (e.g., Keynote, Pages, Numbers, etc.)
• Proven experience with Apple enterprise technologies, such as Apple Business Manager and mobile device management (MDM) solutions, such as Jamf
• Strong understanding of TCP/IP and troubleshooting internet connectivity
• Knowledge of Helpdesk tools for tracking issues and resolution
• Proficient knowledge of Microsoft Office 365 products
• Exceptional troubleshooting skills, with a demonstrated ability to diagnose and resolve complex hardware and software issues
• Strong Customer Service Support skills with various levels of business users
• Strong collaboration skills to work in a team environment
• Possess the ability to interact with employees at all levels of the organization
• Excellent oral and written communication skills
• Attention to detail and organizational skills
• Sets high personal standards of performance
• Able to work with minimal supervision
• Flexible, willing, and able to do many different tasks – often changing assignments and priorities on short notice
• Able to work flexible hours and be available for on-call support including occasional weekends and overtime
• Able to lift 50 lbs.

Pay

Hourly Range: $30.00 to $38.00 (DOE)

Schedule

Monday through Friday and follows an Alternative Workweek Schedule