Desktop Support Technician - Level 3

The Desktop Support Technician delivers third-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• 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:

o OS recovery and boot issues

o System logs and diagnostics

• OS corruption and performance degradation

• Hardware failures and component-level troubleshooting

• Administer and support endpoint management platforms, including:

o Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance)

o 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:

o BitLocker (Windows)

o 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 administration?, Do you have a Associate’s degree?, * Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.

Experience

• Minimum of Sixty (60) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.