Mac Support Analyst
hace 2 semanas
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 enduser technology questions onsite 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 postresolution followups 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 endusers.
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 handson 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.
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