Service Desk Technician 3, Windows & Mac Support
Overview
Own remote first level support for Windows and Apple environments at scale with focus on user enablement. You will diagnose, document, and resolve software and hardware issues while escalating complex problems. Work with Active Directory, VPN, and printer/multifunction devices to keep the office running smoothly. Collaborate with a distributed team and leverage existing processes to proactively assist staff from home after onboarding.
What You'll Do10
- 1Build and troubleshoot Windows and Apple devices in a remote setting
- 2Design and document ticketed resolutions for issues in ServiceNow or similar systems
- 3Lead user communications via Teams and email to resolve software and hardware problems
- 4Ship timely fixes for mobile device, VPN, and network drive access issues
- 5Own Active Directory tasks such as password resets and group assignments
- 6Scale support for Office 365 and Microsoft desktop environments
- 7Debug remote connectivity and printer/MFD issues
- 8Drive accurate ticketing, logging, and status updates throughout the lifecycle
- 9Provide clear, user-friendly explanations of complex technical topics to non-technical users
- 10Collaborate with senior technicians to handle moderately complex problems
Requirements10
- 11+ years of experience in a MS Windows environment handling break/fix support
- 2Experience with and troubleshooting MS Office (O365) products
- 3Experience with ticketing systems, ServiceNow preferred
- 4Bachelor’s degree preferred
- 5Knowledge of Active Directory Users and Computers
- 6Knowledge of Apple products including iPhone, iPad and Mac computers
- 7Excellent customer service and communication skills
- 8Able to document technical processes clearly
- 9Proficient in troubleshooting Microsoft desktop operating systems
- 10Remote work readiness and ability to work from home after training period
Salary Insight
$46 - $52k per year
Location
Required Skills
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