End User Computing Technician – MacOS, iOS, Apple Device Management

4 weeks ago

Austin, United States IT Solution Inc. Full time

End User Computing Technician – MacOS, iOS, Apple Device Management

Location: Austin, TX/ San Francisco, CA/ Mountainview, CA

Onsite/Remote: Onsite (all working days)

W2 contract


ROLE AND RESPONSIBILITIES:

The Apple Computing Technician is an on-site hands-on position responsible for equipment deployment and supporting end user experience.

In this role, you will provide quality day-to-day hands-on and remote end-user support with a high degree of customer satisfaction and technical expertise.


Essential Duties and Functions

  • Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end-user hardware in support of identified business needs
  • Resolve service requests in the form of incidents or requests for tickets meeting or exceeding SLA
  • Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
  • Execute the onboarding and offboarding process including imaging, deployment, equipment returns, and replacements
  • Collaborate in the hiring process from account creation through machine deployment including shipment tracking and coordinating with HR
  • Maintain an accurate inventory of all unassigned, deployed, retired, and disposed of hardware and peripherals
  • Track, organize, and backup assets as needed for Legal Hold
  • Manage Apple equipment set-up, configuration, and deployment leveraging Jamf and other MDM tools as defined by the company
  • Work on break-fixes, swaps, and accessories and equipment deployment
  • Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
  • Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third-party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
  • Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
  • Provide basic business-level application support
  • Participate in special projects related to the IT function
  • Build or expand Confluence documentation to drive efficiency and standardize best practices
  • Perform other duties as assigned


QUALIFICATIONS:

  • 7+ years of experience in a desktop or executive support role in a structured corporate environment
  • 5+ years of experience in Apple device management, MacOS, and iOS, in a medium to large size organization
  • 5+ years of experience in Jamf tools, for MDM
  • Exceptional communication and customer service, dealing with executive-level users
  • Ability to work independently with little supervision
  • Able to effectively interact with end users including managers and directors
  • Experience with the ServiceNow ticketing system
  • Friendly team player who leads by example, believes in collaboration and works hard to communicate with team members
  • Expertise with MacOS, and iOS operating systems
  • Knowledge using remote access tools (VPN, VDI, LMI)
  • Azure and Intune experience a plus
  • Knowledgeable in Okta, GSuite, Office, and Box
  • Troubleshoot and diagnose easy to complex hardware problems
  • Proactively seeks learning opportunities and is a self-starter
  • Innate ability to communicate a point of view or successfully simplify a process to educate end users
  • Manage multiple tasks, be detail-oriented, and responsive, and demonstrate independent thought and critical thinking


The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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