Temporary Mac Technical Support Specialist

Come join us•Van Nuys, CA

8d•$30 - $38

About The Position

The Temporary Mac Helpdesk Support Specialist performs a wide variety of technical duties, with minimal supervision, including the support of the Company’s IT infrastructure with emphasis on Mac computers and Apple devices through diagnoses. A strong customer service mindset is the key to succeeding in this role.

Requirements

Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with a minimum of 4 years of experience
5+ years of experience as an Apple specialist desktop support role supporting iOS devices
5+ years in supporting Mac computers in a networked environment
3+ years of Microsoft/Office 365 and above and Microsoft Azure/Active Directory experience
Knowledge of Windows Server 2012/2016 OS interoperability with Mac computers
Expert Desktop support skills with emphasis in MAC OS X operating systems
Deep knowledge of macOS, iOS, Apple hardware, and associated software applications (e.g., Keynote, Pages, Numbers, etc.)
Proven experience with Apple enterprise technologies, such as Apple Business Manager and mobile device management (MDM) solutions (e.g., Jamf)
Strong understanding of TCP/IP and troubleshooting internet connectivity
Understanding of DNS services
Ability to install, upgrade, and troubleshoot Mac hardware
Knowledge of Helpdesk tools for tracking issues and resolution
Proficient knowledge of Microsoft Office 365 products
Exceptional troubleshooting skills, with a demonstrated ability to diagnose and resolve complex hardware and software issues
Strong Customer Service Support skills with various levels of business users
Ability to work in dynamic, fast-paced environment
Strong collaboration skills to work in a team environment
Possess the ability to interact with employees at all levels of the organization
Excellent oral and written communication skills
Attention to detail and organizational skills
Sets high personal standards of performance
Able to work with minimal supervision
Flexible, willing, and able to do many different tasks – often changing assignments and priorities on short notice
Able to work flexible hours and be available for on-call support, including occasional weekends and overtime
Willing to occasionally travel overnight for work and/or training
Able to lift 50 lbs

Nice To Haves

Apple Certification - ACMT or similar, desired

Responsibilities

Expert user Support for Apple devices and Mac laptops (MacOS and iOS)
Deskside support for approximately 100 internal users
Remote support for approximately 50 offsite users (local and global offices) via phone or remote assistance
Assist with onboarding new users, configuring Apple devices, and integrating them into company systems.
Setup iPhones and Mac Outlook to synchronize to M365 Exchange
Provide support with various Apple devices (iPhones/iPad/Apple watch)
Install, configure, troubleshoot and customize M365 Outlook for Mac per user’s preferences
Track and monitor existing and potential computer problems. Analyze, research, and assist with resolving technical problems with software and hardware
Maintains hardware and software asset library for the IT department
Manage multiple helpdesk requests for assistance concerning desktop, laptop, printer, and other computer-related problems
Provide training to end-users on the effective use of Apple products and software, helping them maximize productivity.
Take ownership of tasks and follow through to ensure complete resolution
Develop desktop procedures and training guides
User/Group Administration tasks including adding new users, groups, and rights using Active Directory for Mac laptops using Jamf
Administer and configure enterprise-level Apple services (e.g., Apple Business Manager, Apple School Manager).
Develop and maintain device imaging and provisioning processes to streamline new device setup.
Microsoft 365 E-mail Support including add/remove users, distribution list, and archiving of e-mails
Regular monitoring/response on cybersecurity alerts/notifications
Support and troubleshoot VPN for Mac client issues
Maintain Mac Network Printing. This includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as needed
Assist in installing/configuring wireless network solutions
Preliminary support functions in internal web application
Assist IT Manager in various network administration and monitoring activities