Service Desk Specialist

Astreya is seeking an experienced Service Desk Specialist II to provide enterprise-level IT support within a macOS-focused environment. This role is ideal for a customer-focused IT professional with strong expertise in macOS, JAMF Pro, Microsoft Intune, endpoint management, and enterprise device lifecycle management.

You will support end users by troubleshooting hardware and software issues, managing Apple devices throughout their lifecycle, and ensuring an exceptional employee support experience in a fast-paced enterprise environment., * Provide Tier 1/Tier 2 technical support for macOS and Windows devices in an enterprise environment.

• Troubleshoot and resolve macOS hardware, software, operating system, application, and peripheral issues.
• Configure, deploy, image, and provision MacBooks, iMacs, and Windows laptops using enterprise deployment tools.
• Administer Apple devices using JAMF Pro, Microsoft Intune, and enterprise endpoint management solutions.
• Perform software installations, OS upgrades, patch management, and device compliance activities.
• Support Apple Business Manager enrollment, device provisioning, and lifecycle management.
• Troubleshoot Microsoft 365, Outlook, Teams, VPN, Wi-Fi, printers, and enterprise applications.
• Manage user accounts, password resets, and permissions using Active Directory, Entra ID (Azure AD), and Okta (preferred).
• Provide remote support using enterprise remote support tools.
• Maintain accurate asset inventory and perform hardware refreshes, deployments, RMAs, and equipment tracking.
• Create, update, and resolve incidents using ServiceNow or other ITSM platforms while meeting SLA requirements.
• Escalate complex issues to appropriate resolver groups when necessary.
• Deliver white-glove support to executives and VIP users when required.
• Maintain technical documentation, SOPs, and knowledge base articles.
• Collaborate with infrastructure, networking, and security teams during projects and deployments.

• 4-7 years of experience supporting enterprise Service Desk/Desktop Support environments.
• Strong hands-on experience supporting macOS in enterprise environments.
• Expertise administering JAMF Pro for Mac management.
• Experience managing Apple devices through Apple Business Manager.
• Experience with Microsoft Intune and endpoint management.
• Strong knowledge of:
• macOS Ventura, Sonoma, Sequoia
• Microsoft 365
• Active Directory & Entra ID (Azure AD)
• VPN, DNS, DHCP, TCP/IP
• Microsoft Office Suite
• Remote support tools
• ServiceNow or similar ITSM platforms
• Experience with:
• Device imaging and provisioning
• Endpoint security
• Software deployment
• Patch management
• Asset management
• Hardware troubleshooting
• Excellent troubleshooting skills across Mac hardware, peripherals, printers, docking stations, and enterprise applications.
• Strong customer service and communication skills.
• Ability to work independently while collaborating effectively within a team.
• Experience supporting hybrid and onsite work environments.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Dental insurance
• Life insurance, * 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan