Desktop Support

**Deskside Support Technician - Role and Responsibilities**:

- Perform Installs, Moves, Adds and Changes (IMACD’s) of hardware and software
- Proven work experience as Apple MAC Technician or similar role etc.
- Hands on with MAC Deployment Services like JAMF or Airwatch.
- Hands-on experience With Microsoft Intune deployment and management.
- Hands-on experience with All MAC Operating Systems environments for troubleshooting.
- Good understanding of scripting for Mac devices.
- Become familiar with company’s infrastructure, key contacts, and escalations procedures as relates to other teams in the business
- Demonstrate outstanding understanding and communication skills when working with clients
- Perform break-fix support for a wide range of hardware, software and mobility issues
- Sales support during business hrs. and outside business hrs. ( weekends, holidays)
- Supporting user needs related to desktops, laptops, mobile devices, printers, VOIP phones and the like for both in office and home/remote office needs
- Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes
- Working in concert with internal IT teams to ensure the highest level of service delivery to user community
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting and maintaining Mobile Devices.
- Proven work experience with SCCM/Intune - Good to have
- Mobile Device Management - Good to have
- Mac OS knowledge - Good to have
- Experience with endpoint management software platforms, desktop provisioning technologies and PXE
- Proficiency with Windows printing and scanning operations, including installation and support of network and office devices
- Proficiency with mobile devices, including enterprise software activation, troubleshooting and support
- Strong customer service and communication skills
- The ability to work in a fast paced environment, coordinating workflow and multiple tickets/tasks
- **Preferred Skills and common tasks on the job**:

- Experience-based Windows 10 support and Apple Devices
- o BitLocker encryption
- o Configuration/imaging
- o Crash/BSOD resolution
- o Installation environment
- o General Windows OS & iOS troubleshooting
- o AirWatch for Apple

**- Hardware support and troubleshooting**
- Troubleshooting hardware issues
- Replacing desktop/laptop hardware
- Installation of peripheral devices
- Microsoft Office proficiency
- Proficiency in Word, Excel, Skype, Outlook, Access, PowerPoint (usage and support)
- Visio, Project (support)
- Able to create documentation and contribute to KB articles
- O365 support

**- Basic network troubleshooting**
- Experience working with basic network hardware (switches)
- Troubleshooting connectivity issues
- Thorough understanding of wireless/wired networks

**- Customer service skills**
- Comfortable working with people in a professional setting
- Able to provide a calming demeanor with the customer to reach a positive conclusion