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.
