IT Support Specialist

• Deliver White Glove (VIP) end-user support for executives and business-critical users across both Windows and macOS platforms, ensuring a high-touch, concierge-style experience
• Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M-series) and enterprise Windows builds
• Independently troubleshoot complex Windows and macOS issues, including:
• OS recovery and boot issues
• System logs and diagnostics
• OS corruption and performance degradation
• Hardware failures and component-level troubleshooting
• Administer and support endpoint management platforms, including:
• Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance)
• Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable)
• Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution
• Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption
• Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments
• Act as Smart Hands for infrastructure, network, and application teams during onsite activities
• Provide remote support for traveling, hybrid, and home-based users across both operating systems
• Troubleshoot and support endpoint security and encryption technologies, including:
• BitLocker (Windows)
• FileVault (macOS)
• Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction
• Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices
• Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting
• Assist with device refresh and lifecycle management programs for both Windows and Mac fleets
• Handle secure unboxing, staging, shipping, return, and disposal of IT equipment
• Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow
• Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

Do you have experience in macOS?

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Unlimited paid time off, A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year., * 401(k)
• Health insurance
• Paid time off