Solid knowledge of Mac OSX and must have a minimum of 2 years Mac experience in an Enterprise Environment is required
AS or BS degree in information technology, computer science, preferred
Knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools) preferred
Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
Experience with a ticketing system- ServiceNow experience a plus
Expected to have in-depth knowledge of the latest technology used in Macintosh computers and systems.
Excellent analytical and customer service skills are required to understand the requirements of the clients and the problems arising in the systems.
Must constantly update his/her knowledge and skills to execute job responsibilities efficiently.
Use tools and processes to support end-user computing devices, including desktops, laptops, Apple devices, tablets, thin clients, mobile devices, and peripherals
Experience in Mac Operating system installation and upgrading
Analyze, troubleshoot, and repair a wide variety of PC & MacOS problems related to hardware and software
Experience supporting MacOS across a range of versions
Experience supporting common MacOS applications such as Adobe Creative Cloud and Microsoft Office 365, etc.
Assist in developing and documenting improvements to current processes
Provide technical support for events, video conferencing, and audio/visual setups.