Desktop Support Engineer - MAC L2

We are seeking an experienced Desktop Support Engineer - MAC L2 to provide onsite end-user computing and infrastructure support in a fast-paced enterprise environment. The ideal candidate will possess strong expertise in macOS and Windows environments, desktop support, hardware/software troubleshooting, mobile device support, and IT service management.

This is a hands-on Level 2 support role responsible for delivering exceptional technical support to end users, maintaining IT infrastructure, resolving complex technical issues, and ensuring compliance with service level agreements (SLAs)., * Provide Level 2 desktop support for Mac and Windows devices, laptops, desktops, thin clients, printers, mobile devices, tablets, and related peripherals.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues.
• Install, configure, test, deploy, and support macOS, Windows 10/11, Office 365, Microsoft Teams, and enterprise applications.
• Support Apple Mac devices, including macOS troubleshooting, software deployment, user profile management, and device configuration.
• Manage support incidents and service requests through ServiceNow or similar ticketing platforms.
• Prioritize, track, update, and resolve tickets while maintaining SLA compliance.
• Perform system imaging, device provisioning, software installations, upgrades, and migrations.
• Provide support for smartphones (iPhone and Android), tablets, and mobile device configurations.
• Support meeting room technologies, AV equipment, video conferencing solutions, and collaboration tools.
• Administer Active Directory user accounts, groups, permissions, and password resets.
• Assist with Joiner, Mover, and Leaver (JML) processes and asset lifecycle management.
• Perform asset inventory audits and maintain accurate documentation.
• Troubleshoot and support virtual environments including Citrix and Virtual Machines (VMs).
• Coordinate onsite support activities for infrastructure projects, workstation deployments, and technology upgrades.
• Provide end-user training and technical guidance on hardware and software usage.
• Support remote offices and work outside regular business hours when required.

Do you have experience in macOS administration?, * Strong experience supporting macOS and Apple hardware in an enterprise environment.

• Expertise in Windows 10/11 administration and troubleshooting.
• Hands-on experience with Microsoft Office 365, Outlook, Teams, and collaboration tools.
• Experience with ServiceNow ticket management, incident handling, and service requests.
• Knowledge of Active Directory user and group administration.
• Experience supporting printers, multifunction devices (MFDs), scanners, and peripheral devices.
• Understanding of networking fundamentals, VPN connectivity, and basic infrastructure support.
• Experience with device imaging, software deployment, backup, and restoration processes.
• Familiarity with Citrix environments and virtual desktop technologies.
• Knowledge of Google Workspace applications is preferred.

Required Qualifications

• Minimum 5 years of experience in Desktop Support, End User Computing, or IT Support roles.
• Proven experience supporting Mac and Windows environments.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Experience supporting executive and enterprise users preferred.
• Strong documentation and ticket management practices.

Preferred Experience

• Enterprise desktop and workstation support.
• Remote support tools and remote troubleshooting.
• Video conferencing and collaboration platform support.
• IT infrastructure deployment and upgrade projects.
• Asset management and inventory control.
• Knowledge of ITIL processes and service delivery best practices.

Soft Skills

• Strong verbal and written communication skills.
• Customer-focused mindset with excellent interpersonal skills.
• Detail-oriented and highly organized.
• Ability to work effectively in both BAU and project-based environments.
• Self-motivated with a proactive approach to problem-solving.

Additional Requirements

• Ability to lift and move IT equipment when required.
• Flexibility to support after-hours activities and project implementations.
• Successful completion of a background security check.

$24 - $26 an hour - Contract