Senior IT Service Desk Technician

Suffolk Construction•Boston, MA

10h•$38 - $51•Onsite

About The Position

The Senior IT Service Desk Technician serves as a key escalation point within the Service Desk, providing advanced technical support for end‑user incidents and requests across the enterprise. This role resolves complex issues across Windows and macOS environments, mentors junior technicians, drives knowledge quality, and partners with Engineering and Operations teams to improve service delivery.

Requirements

4–6+ years of IT Service Desk or End‑User Support experience
Demonstrated experience supporting macOS in an enterprise environment
Proven escalation ownership and complex troubleshooting experience
Strong knowledge of: macOS (enterprise support, troubleshooting, security)
Strong knowledge of: Windows 10/11
Strong knowledge of: Microsoft 365 on Windows and Mac
Strong knowledge of: Active Directory and Azure AD / Entra ID
Strong knowledge of: ServiceNow ITSM
Working experience with: macOS device management (JAMF, Intune for macOS, or similar)
Working experience with: Endpoint security and disk encryption (FileVault)
Working experience with: ITSM platforms (ServiceNow preferred)
Strong customer service mindset with confidence supporting executive and technical users
Clear, structured written documentation
Ability to coach others and raise overall Service Desk capability

Nice To Haves

Apple certifications (ACSP, ACMT)
Microsoft Endpoint or Intune certifications
Experience supporting mixed Windows/Mac environments in construction, engineering, or professional services

Responsibilities

Provide Tier 2/3 support for complex hardware, software, and access issues across macOS, Windows, iOS, and standard peripherals
Serve as a primary escalation resource for Mac‑specific issues, including OS troubleshooting, device enrollment, security controls, and application support
Diagnose and resolve advanced Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint) on both Windows and Mac platforms
Support endpoint management activities including imaging, configuration, patching, and compliance
Own escalated incidents through resolution, including coordination with Apple, Kandji, or third‑party vendors as required
Support macOS lifecycle management (new device setup, upgrades, replacements, and decommissioning)
Troubleshoot macOS performance, profile, certificate, and application issues
Support Apple ID, iCloud, FileVault, and macOS security features as aligned with enterprise policy
Assist with Kandji, Intune (macOS), or equivalent MDM troubleshooting and remediation
Support iOS/iPadOS devices used by field and executive users
Act as an escalation point for Service Desk technicians and applications and engineering teams.
Ensure incidents and requests meet SLAs and quality standards for documentation and communication
Identify recurring issues and contribute to problem management and root‑cause analysis
Execute user onboarding/offboarding tasks (Windows, Mac, and mobile) with accuracy and compliance
Create and maintain Mac‑specific and cross‑platform KB articles, runbooks, and troubleshooting guides
Recommend service improvements based on ticket trends and platform‑specific support gaps
Assist with rollout support for OS upgrades, device refreshes, and major platform changes
Mentor junior technicians on advanced troubleshooting, including macOS support fundamentals
Partner with Infrastructure, Security, and Endpoint teams on escalations and platform improvements