Help Desk Technician - Mac

RevSpring•Nashville, TN

About The Position

The Help Desk Technician is responsible for responding to internal and external customer requests as a member of a six-person support team. Candidate must have excellent interpersonal skills exercised in the daily interaction with all departments of the organization, multiple vendors, and 900+ employees. RevSpring Inc utilizes both Window 11 and Mac devices. Candidates must be able to operate independently and exemplify a strong passion and motivation for technical troubleshooting.

Requirements

Windows 11 support experience
Bachelor’s Degree in IT (or equivalent work experience)
1-2 years Help Desk or IT Service Management experience.
Understanding of IT Service Management concepts.
Ability to work effectively individually and in a team-oriented environment.
Good verbal and written communication skills.
Ability to organize, facilitate and multi-task job responsibilities effectively.
Proven commitment to providing excellent customer service within all dimensions of the job duties on a consistent basis.

Nice To Haves

Windows 11 and Apple IOS experience preferred
ITIL v3 or similar preferred.
Knowledge of ITIL Service Management processes
Specific, specialized, former manufacturer provided equipment training
CompTIA+ and/or Apple Certified support professional

Responsibilities

Provide first-line support to all internal customers with an emphasis on customer service via phone, email, walk-up and ticketing system.
Provide basic Help Desk coverage and support in an accurate, timely, and professional manner.
Provide basic information, guidance and instructions for daily activities and inquiries.
Perform basic incident management and request fulfillment per service level agreements (SLAs) and customer expectations.
Perform remote and hands-on diagnostics, including software installations, network connectivity, printer setups, and peripheral configurations.
Support Apple-specific tools (e.g., Jamf Pro for MDM) and Windows environments (e.g., Active Directory, Intune).
Analyze, troubleshoot, and resolve all basic reported issues in a logical and systematic method.
Log and document all necessary information and detail for every customer contact.
Identify and escalate critical incidents with a strong sense of urgency and ownership.
Identify and initiate proactive, basic solutions that improve efficiency and/or effectiveness.
Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.
Assist with various desk side tasks (i.e., equipment deployments, equipment moves, etc.) as needed.
Create and utilize reports as needed to monitor daily activity and process compliance.
Recommend and implement process improvements.
Update or create process documentation as required by the business.
Perform special project related tasks as assigned.
Comply with policies and procedures as required.