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Mac Desktop Support Technician
Desktop & Endpoint Support
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Role Overview |
Key Responsibilities
- Provide onsite desk-side support for employees across the enterprise, delivering responsive and professional end-user assistance.
- Diagnose and resolve hardware, software, operating system, peripheral, connectivity, and general end-user issues.
- Support macOS devices while also troubleshooting and maintaining standard Windows laptops and desktops.
- Assist with laptop and endpoint deployment, replacement, setup, configuration, testing, and refresh activities.
- Prepare devices for employees, including required applications, accessories, connectivity, and endpoint settings.
- Support equipment swaps and replacements while helping ensure a smooth handoff and minimal disruption to the user.
- Manage ticket-based operational work, including prioritization, status updates, resolution notes, and accurate closure documentation.
- Escalate complex or unresolved issues to the appropriate technical teams and collaborate through resolution.
- Maintain accurate asset and device information and contribute to repeatable support and refresh documentation.
- Provide post-deployment assistance and resolve issues identified after device setup or replacement.
Required Qualifications
- Hands-on experience providing desktop, desk-side, field, or endpoint support in a professional environment.
- Practical experience troubleshooting Mac hardware, macOS, applications, user profiles, peripherals, and connectivity issues.
- Experience supporting Windows desktops and laptops in a mixed-device environment.
- Experience with laptop deployment, imaging or provisioning, device refreshes, equipment replacement, or workstation setup.
- Working knowledge of ticketing or IT service management processes, including clear documentation of troubleshooting and resolution steps.
- Strong customer service, communication, problem-solving, and organizational skills.
- Ability to work independently while coordinating effectively with broader infrastructure, endpoint, and service desk teams.
Preferred Qualifications
- Enterprise Mac support experience, particularly in an environment with a sizable Mac population.
- Experience with Mac management or deployment platforms such as Jamf Pro, Microsoft Intune, Apple Business Manager, Mosyle, or Kandji.
- Familiarity with endpoint encryption, device enrollment, software distribution, and enterprise security requirements.
- Experience with asset tracking and ticketing platforms such as ServiceNow, Jira Service Management, Remedy, Freshservice, or a comparable system.
- Experience supporting executives, developers, creative teams, or other users with specialized Mac workflows.
- Relevant certifications such as CompTIA A+, Apple device support credentials, Jamf certifications, or Microsoft endpoint certifications.
What Success Looks Like
- Users receive timely, courteous, and effective onsite support.
- Mac and Windows incidents are resolved using a structured troubleshooting approach and documented accurately.
- Device refresh and replacement work is completed consistently, with equipment tested and ready for use.
- Issues are owned through resolution or transferred with clear context to the correct escalation team.
- The technician helps expand practical Mac support depth across the organization.
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