IT Desktop Support, Incident Technician and Mac Support

IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues that arise within a company’s IT infrastructure by logging incidents, diagnosing problems with hardware and software, implementing solutions, and communicating status updates to users while working within an incident management system to track and prioritize problems effectively.

Focus placed on maintaining IT hardware inventory in ServiceNow, and supporting Apple Devices.

The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution., * Maintaining IT hardware inventory in ServiceNow.

• Deskside support of Windows AND Apple devices.
• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide warranty and break/fix support for networked printers and scanners
• Escalation from helpdesk for application support including inhouse, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up - laptop or personal laptop + virtual machine.
• Ensure that policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Skype, Symphony, Jive, etc.
• Provide support and maintenance of MAC hardware, Apple mobile products, Applications, Pro Applications and OS
• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with Apple products
• Perform installation, configuration, upgrade, repair, and preventative maintenance on software, hardware and/or systems related to Apple products
• Monitors and advises team on the support activities of the Apple Support center
• Provide on-site hardware support for general troubleshooting and problems for Apple products

Work Environment:

• Typically based in an office environment with the potential for occasional on-site visits to user locations.
• May involve working outside of regular business hours to support critical incidents.
• May require movement between offices that located in nearby buildings.

Do you have experience in macOS administration?, Do you have a Bachelor’s degree?, * 3+ years Deskside Support experience with MAC and Windows PC

• Solid MAC experience a must
• Shipping & Receiving Inventory & Stocking of spare PCs, laptops, printer & server parts
• Patch management for end users and servers
• Messaging: Email, mobile, MS Teansm, e-discovery
• PC Hardware break/fix
• Software break/ fix
• Windows and Mac operating systems
• WebEx & Jabber
• Device Asset Tracking
• Bachelor’s Degree in Business, Information Technology or related field (or equivalent work experience is preferred)
• CompTIA A+