Helpdesk Technician (MacOS & Windows)

Position Summary

The Helpdesk Technician will provide first and second-line technical support to end-users across the organization, supporting both macOS (OS X) and Windows environments. This role requires strong troubleshooting skills, excellent customer service, and the ability to work in a fast-paced, mixed-OS environment.

Key Responsibilities

• Provide Tier 1 & Tier 2 technical support for macOS (OS X) and Windows operating systems, including installation, configuration, updates, and troubleshooting.
• Support Apple hardware (MacBook, iMac) and PC hardware (desktops, laptops, workstations), as well as related peripherals (printers, scanners, docking stations).
• Manage and maintain mobile device management (MDM) solutions for Apple and Windows devices (e.g., Jamf Pro, Intune).
• Troubleshoot and support common applications, including Microsoft 365, Adobe Creative Cloud, and other business software.
• Administer user accounts and permissions in Active Directory, Azure AD, and other identity management platforms.
• Provide remote and in-person support to resolve hardware, software, and network issues.
• Assist in setting up new hires workstations, ensuring proper software installation and configurations for both macOS and Windows.
• Document issues, resolutions, and processes in the IT knowledge base.
• Maintain IT inventory, track assets, and ensure software licensing compliance.
• Escalate unresolved technical issues to senior IT staff or vendors.

Qualifications

Required:

• 3+ years in a helpdesk, service desk, or IT support role.
• Proficiency in both macOS (OS X) and Windows operating systems.
• Familiarity with Apple hardware repair and PC troubleshooting.
• Experience with MDM solutions (Jamf Pro, Intune.).
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience with ticketing systems (Zendesk, or similar).
• Excellent communication and problem-solving skills.

Preferred:

• Apple Certified Support Professional (ACSP) and/or Microsoft Certified: Modern Desktop Administrator Associate.
• Scripting or automation experience (Bash, PowerShell, AppleScript).
• Exposure to ITIL processes and best practices.
• Experience supporting hybrid or remote work environments.

Work Environment & Physical Requirements:

• Primarily office-based with remote troubleshooting capabilities.
• Ability to lift to 25 lbs. for hardware setup or moves.
• Flexibility for occasional after-hours maintenance or emergency support.