We are seeking a skilled Jr Mac Support Analyst with 2 years of hands-on IT experience to join our dynamic team.
**Responsibilities**:
- **Desktop Operating Systems**:
- Experience with Microsoft 10/11 and Mac OS X 12/13/14.
- **Diagnostic Utilities and Systems**:
- Working knowledge of diagnostic utilities and systems, including Active Directory, Azure AD (Active Directory), Intune.
- **Ticketing System**:
- Document all requested information in the ticketing system, providing details of troubleshooting steps and resolution.
- **Problem Resolution**:
- Access software updates, drivers, knowledge base, and perform internet searches to aid in problem resolution.
- Escalate any unresolved issues to the appropriate team.
- **Technical Issue Resolution**:
- Resolve technical issues related to operating systems, hardware, software, and network connectivity.
- Answer end-user technology questions on-site and provide information on departmental computing policies and service agreements.
- **Desktop Level Support**:
- Perform firsthand fixes at the desktop level, including installing, configuring, and troubleshooting desktops, laptops, printers, multifunctional copier/scanners, and mobile devices.
- Perform software upgrades and installations.
- **Post-Resolution Follow-ups**:
- Perform post-resolution follow-ups to help requests, providing clear ownership and adherence to agreed SLAs (Service Level Agreements) and SOPs (Standard Operating Procedure).
- **Knowledge Base Development**:
- Develop knowledge base articles and guides for end-users.
- **Collaboration**:
- Collaborate with other teams to identify root causes of problems and provide feedback to improve processes and technologies.
- **Project-Based Support**:
- **Encryption and Management**:
- Experience with encryption and management tools using File Vault.
- **Qualifications**:
- Minimum 2 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, MacOS).
- High English Proficiency.
- Previous experience in support.
- Experience in Jamf is a plus.
If you are a proactive, detail-oriented individual with a passion for delivering top-notch technical support, we encourage you to apply. Join our team and be a key player in ensuring the smooth functioning of our desktop infrastructure.
