JAMF Pro Support

3 weeks ago

Lemont, United States Tech Army, LLC Full time

Job Description:

As an IT Support Specialist, you will be responsible for assisting users with account signup, renewal, and reactivation processes, providing technical support for macOS and Windows OS computers, and maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro. Additionally, you will provide access to various resources such as projects, groups, mailing lists, and Slack, debug issues with multi-factor authentication setup, and improve existing helpdesk service processes. You will serve as the tier-1 point of contact for all user issues, triaging queries to the appropriate SME groups, and creating documentation for getting started guides and IT service usage. Onboarding new users, assisting with user communication, and tracking and resolving customer-reported issues are also part of your responsibilities. Fulfillment of IT service catalog requests from customers is expected.

Required Knowledge, Skills & Abilities:

  • 2 or more years of experience in a technical support role providing Tier-1 or Tier-2 support
  • Bachelor’s degree in Computer Science, Information Technology, or related field
  • Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
  • Strong verbal and written communication skills
  • Strong testing and troubleshooting skills to identify process bottlenecks
  • Self-starter and a team player
  • Hands-on knowledge using ticketing software (e.g., ServiceNow)
  • Some experience working in UNIX/Linux environments
  • Some working knowledge of shell scripting or other coding experience

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