IT Support Specialist, Windows & Mac End-User Support
Overview
Own end-user computing support at scale for Windows and Mac environments, delivering imaging, deployment, and issue resolution for a diverse user base. Collaborate with a cross-functional IT team to manage hardware, software, and lifecycle refresh projects. This role emphasizes strong communication, independent work, and a high standard for user satisfaction. What makes this role unique is the opportunity to lead small projects while maintaining hands-on expertise across platforms.
What You'll Do10
- 1Build and troubleshoot end-user devices across Windows and macOS with imaging and deployment in a fast-paced environment
- 2Design and implement IMAC procedures and lifecycle refresh activities to minimize downtime for VIP users
- 3Own incident and problem resolution within ITSM, providing timely updates and meeting SLAs in ServiceNow
- 4Lead small projects and coordinate with deskside engineers to resolve complex hardware and software issues
- 5Ship remote and deskside support, including conference room and VTC setups to support executive communications
- 6Escalate complex issues to senior engineers and act as escalation point for junior and mid-level staff
- 7Provide remote tool support and diagnose hardware failures across Apple and Windows devices
- 8Maintain asset management, software installations, and license compliance across endpoints
- 9Troubleshoot Active Directory, VPN, Office 365, Google Workspace, and SCCM environments
- 10Document processes and updates for queued service requests to improve team efficiency
Requirements10
- 1Must have a minimum of 7 years of deskside IT support experience in a Windows environment
- 2Strong diagnostic skills in hardware and software for Windows and macOS
- 3Experience with imaging and deployment in macOS using JAMF preferred but not required
- 4Proven ability to work independently and as part of a team
- 5Familiarity with IT disciplines including networking, domain administration and integrations
- 6Experience with Active Directory, MS Office Suite, Google Workspace, VPN, SCCM, Zoom and VTC
- 7High School Diploma required; six additional years of related experience may substitute for formal education
- 8HDI Technical Support Professional within six months of employment
- 9Desirable certifications include A+, Net+, Secure+
- 10Excellent communication and multitasking skills with strong customer service orientation
Salary Insight
$62 - $77k per year
Location
Required Skills
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