Desktop Support Analyst

This individual will serve as the primary Mac support technician for a highly visible New York creative and eCommerce environment, where approximately 96% of users operate on macOS devices. They will provide hands-on support for MacBooks, iMacs, Adobe-based creative workflows, Microsoft 365 applications, and cloud-based business tools. Daily responsibilities include troubleshooting hardware, software, networking, VPN, authentication, and device management issues; deploying and managing Apple devices through Jamf, Intune, and Apple Business Manager; and ensuring devices remain secure and compliant with company standards. The technician will also provide support for executive leadership, assist users with printers and peripherals, maintain conference room technologies including Microsoft Teams Rooms and AV equipment, and serve as a key escalation point for complex Mac-related issues. Success in this role requires a strong blend of technical Mac expertise, AV/conference room support experience, and exceptional customer service skills in a fast-paced enterprise environment.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global’s Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 3+ years of hands-on Mac desktop support experience in an enterprise environment

• Strong experience supporting and troubleshooting macOS devices (MacBooks, iMacs, Apple peripherals) and Apple device management platforms (Jamf Pro, Jamf Connect, Apple Business Manager, and/or Microsoft Intune)

• Knowledge of macOS (Tahoe) deployment, imaging, provisioning, automated enrollment, and device lifecycle management

• Strong troubleshooting skills across hardware, software, networking, VPN, Wi-Fi, authentication, and endpoint management issues

• Working knowledge of Microsoft Entra ID (Azure AD), FileVault, endpoint security, and compliance policies

• Experience supporting conference room technologies, AV equipment, Microsoft Teams Rooms, cameras, and presentation systems

• Strong customer service skills with the ability to provide executive-level and white-glove support

• Experience working within a ticketing system such as ServiceNow or a similar ITSM platform - Experience supporting Adobe Creative Cloud products and related design applications

• Experience with Microsoft Intune administration and cloud-based endpoint management

• Familiarity with macOS Terminal and basic shell scripting for automation and troubleshooting

• Experience supporting HP printers, large-format printers, and other specialty peripherals

• Experience supporting executive leadership teams and high-visibility business users

• Exposure to asset inventory management and hardware lifecycle programs