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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Engineer - MAC L2 - **Company:** BLUE PACIFIC RE INC - **Location:** Minneapolis, MN, United States - **Experience:** Expert - **Salary:** $49,920.0 - $54,080.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Apple Mac Systems, Backup Devices, Microsoft Outlook, Collaborative Software, System Configuration, Desktop Computing, HP Thin Clients, Virtual Private Networks (VPN), Microsoft Office, Virtual Desktops, Networking Basics, Citrix Systems, Remote Service Software, Software Deployment, User Environment Management, Virtual Machines, Enterprise Software Applications, Connectivity Problems, Tablet Computers, Virtual Environment, Software Troubleshooting, Peripherals, Usage Tracking, Information Technology, Laptops, Gsuite, Servicenow, Windows Client, User Accounts - **Published:** June 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0caff5cb45db0bbf ## About the Role 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Robots are coming into the wild! 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