End user device support

Overview

On Site
$1 - $2
Full Time
100% Travel

Skills

macOS
Windows
laptops
desktops
tablets
smartphones
End User

Job Details

  • Executive Technical Support:

    • Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility/iOS expertise

    • Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.

    • Act as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.

  • System Administration & Troubleshooting:

    • Install, configure, and maintain operating systems (Windows 10/11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.

    • onsite Citrix Architect

    • Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.

    • Perform hardware upgrades, replacements, and repairs for executive devices.

    • Conduct regular system updates, patching, and backups to ensure system stability and security.

    • Manage and troubleshoot mobile devices (iOS, Android) and associated applications.

  • Security & Compliance:

    • Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.

  • Collaboration & Communication:

    • Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.

    • Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.

Required Skills & Qualifications:

  • 5+ years of experience in a Desktop Support, IT Support, or End User Computing role, with a strong focus on executive or VIP support.

  • Deep expertise in Windows operating systems (Windows 10, 11) and macOS (Ventura, Sonoma, and newer versions), including advanced troubleshooting and administration.

  • Hands-on experience with mobile device management (MDM) solutions.

  • Experience with IT ticketing systems (e.g., ServiceNow, Jira).

  • Excellent problem-solving, analytical, and critical thinking skills.

  • Exceptional communication (written and verbal), interpersonal, and customer service skills, with a proven ability to interact professionally and discreetly with senior executives.

Key Responsibilities:

  • Advanced Troubleshooting & Root Cause Analysis:

    • Serve as the final escalation point for complex and critical issues related to Mac and Windows devices, including hardware, software, operating systems, network connectivity, and peripheral devices.

    • Perform in-depth root cause analysis (RCA) to identify underlying problems and implement permanent solutions, reducing recurring incidents.

    • Troubleshoot complex issues related to Microsoft 365 and other SaaS applications as they interact with both Mac and Windows endpoints.

  • Endpoint Management & Engineering:

    • Strategic Endpoint Management: Lead the development and lifecycle management of Mac and Windows endpoints, focusing on automation, standardization, and security compliance.

    • Deployment & Provisioning: Design, implement, and optimize automated deployment solutions for both Windows (e.g., Microsoft Endpoint Manager/SCCM, Intune) and Mac (e.g., Jamf Pro, Apple Business Manager/DEP).

    • Configuration Management: Develop and maintain standardized system configurations, group policies (Windows), and profiles (Mac) to ensure consistency, security, and optimal performance across the fleet.

    • Application Packaging & Deployment: Package, test, and deploy applications for both Windows and Mac environments, ensuring compatibility, compliance, and silent installations.

  • Automation & Scripting:

    • Design and implement automation solutions using scripting languages (e.g., PowerShell for Windows, Bash, Python, AppleScript for Mac) to streamline provisioning, patching, incident resolution, and other repetitive IT tasks.

    • Explore and leverage automation tools and frameworks to improve efficiency and reduce manual effort in endpoint management.

  • System Performance & Optimization:

    • Monitor endpoint performance, analyze telemetry data, and implement optimizations to continuously improve end-user experience and device reliability.

    • Conduct technical research and analysis to identify and implement new solutions or improve existing ones.

  • Collaboration & Mentorship:

    • Collaborate extensively with other IT teams (Network, Server, Cybersecurity, Service Desk, Application Development) to ensure seamless integration and support.

Essential Skills & Qualifications:

  • Deep Operating System Expertise:

    • Windows: Expert-level proficiency with Windows 10/11 internals, deployment, configuration, group policy management, Active Directory integration, and troubleshooting.

    • macOS: Expert-level proficiency with macOS system internals, deployment (e.g., Apple Business Manager, DEP), security frameworks, and enterprise deployment models.

  • Endpoint Management Platforms:

    • Windows: Extensive experience with Microsoft Endpoint Manager (Intune, SCCM/MEMCM) for device management, software deployment, and policy enforcement.

    • Mac: Expert-level proficiency with Jamf Pro administration (advanced policy creation, smart groups, patch management, extension attributes).

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.