Job Description

Job Summary

As a Desktop Support Specialist/Mac Support, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Key Responsibilities

Providing technical assistance for macOS-based hardware and software, troubleshooting issues, installing and maintaining systems, and assisting users. • Installing, configuring, and upgrading macOS, software applications, and drivers, sometimes involving deployment and management of devices using tools like Mobile Device Management (MDM) solutions (e.g., JAMF) • Provide technical support and troubleshooting for hardware, software, and network issues. • Install, configure, and maintain desktop and laptop computers, mobile devices, and peripherals. • Assist with the setup and deployment of new equipment and software.

Skill Requirements

Proven experience as a Desktop Support Specialist or similar role. • Strong knowledge of Windows and Mac operating systems. • Familiarity with remote desktop applications and help desk software. • Excellent problem-solving and communication skills. • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Relevant certifications (e.g. Microsoft Certified Professional) are a plus.

Other Requirements

Respond to support requests via phone, email, or in-person. • Document and track issues and resolutions in a ticketing system. • Train users on new systems and software as needed. • Collaborate with other IT team members to resolve complex issues. • Maintain an inventory of all hardware and software resources. • Ensure security and privacy of networks and computer systems. • Creating and maintaining user guides, FAQs, and knowledge base articles to support self-service troubleshooting and enhance user productivity.