Role: Desktop Support with Mac OS

Location: Quincy MA

Job Description:

MAC OS – Primary

Windows OS - Secondary

The ideal candidate will be someone who can provide in-person/face-to-face and/or remote end user MAC OS support services at our Enterprise Customers site. Supported services include software break-fix/remediation, Installation, Move, Add, & Change on end user hardware and software. Experience supporting the entire lifecycle of the environment would be beneficial. Primarily responsible for a wide range of technical support tasks supporting the MAC device platforms within the client site: support, troubleshooting, installation, configuration, modification. In addition, this role will also be part of a shared support pool of IT specialists which support Windows platform. In addition to the MAC support, secondary responsibility will be to assist the team on Windows platforms.

Technical Skills:

• MAC OS (primary)
• Windows OS (secondary)
• MS Office 365
• Enterprise Networking Tools (JAMF for MAC, MECM (SCCM) for Windows, AD, Encryption, Anti-Virus)
• Service Now
• Knowledge of enterprise networking and printing

Process Skills:

• Excellent Customer facing skills (speaks English well)

• Experience using ticket tools (Service Now a plus) including responding to priorities, timely and relevant updates, use of ticket status (e.g., pend states), prompt closure

• Imaging / End User Data Back-up

Additional skills include:

• Working technical knowledge of MAC OS and standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the MAC or PC/laptop (image, applications & client data)
• Using client specific documentation provided
• Resolution of issues with client specific applications using Knowledge Base articles
• Customer facing soft skills
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
• Works on problems/projects of moderately complex scope
• Exercises independent judgment within defined practices and procedures to determine appropriate action
• Acts as an informed team member providing analysis of information and limited project direction input
• Follows established guidelines and interprets policies
• Evaluates unique circumstances and makes recommendations
• Experience and understanding of ticketing systems (Service Now recommended)
• Ability to provide technical guidance to customers

Knowledge Skills:

• Provides End User MAC and Windows PC support services at a customer site. These resources will perform in-scope services at the end user desk or services may be delivered in a Walk-in Center where the end user comes for assistance. Tasks performed are incident or service request driven by as a standard service level agreement.
  

Best Regards

Krishna

Qcentrio

krishna@qcentrio.com